What Is the Psychology of Waiting?

What is the psychology of WAITING? Provide a personal example.

Nobody likes to wait yet capacity management is a huge issue for almost every other business that I had to deal with personally. There are some that manage to get keep up with demand/capacity even at peak times, but there are countless that can’t keep up with normal capacity at even non-peak times.

In the age of technology, the waiting has been shifting to phone/chat/online queues. Combine that with cheaper offshore labor and the waiting game gets technically complicated thus more painful and frustrating.

The psychology of waiting says that person’s perception of time changes with the change in circumstances of waiting, the comfort level, in-process waits etc. If the person is occupied with something while waiting, the wait seems shorter. If there are more than a few people waiting, the wait feels shorter, because there is actual evidence of movement and work as the number of people decreases. Physically comfortable waits are a lot more fun than uncomfortable ones.

For example, BMW dealer service shop makes it very easy to wait for my car (granted the amount of repairs did not qualify me for a loaner car that I could drive while the repairs are being performed). The time flys by when they offer free breakfast, lunch, snacks and drinks throughout the day. The waiting area is designed around their showrooms, features comfortable seating, TVs and free WIFI access.

Along with that, the shop’s representatives makes sure to update on all developments pertaining to the repairs (psychology of waiting – explained waits feel shorter). Complimentary services like a car wash and vacuum also makes it worthwhile.