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Though the concept of a 'Brand Promise' sounds a bit 'jargon-y', we find it incredibly useful. Ours is "Valuing the waiting experience". Those four words drive our search for a solution, inform our product designs and stimulate all that we aim to deliver for our customers.

We go all over the country to watch the behaviour of people as they shop and queue. Just like some people go all over the country to watch trains, or birds. We do this because it's only by watching lots of people doing a lot of queueing, that we can find a solution – however unexpected - that's of value to you. As was once said of scientific discovery: it's about seeing what other people see yet noticing what nobody else has noticed.

So we know – in great detail - why people wait, what they wait for, how they feel about the wait, how it affects them and how to make the experience feel quicker and more enjoyable. In a nutshell, how to help them 'value the waiting experience'.

We understand how queueing can affect your business. Then we come up with cost-effective solutions that add value to your business and let you quantify the return on investment.

Here are some ways in which 'valuing the waiting experience' can benefit your business:

1. Increased £'s per square foot
   By turning linear queues into sales opportunities, you could generate more revenue without increasing your overheads
2. Increased staff productivity
   By eliminating inefficiencies in the serving process, your workforce can become more efficient and more productive
3. Increased brand loyalty
   A person visits your store or business. That person only becomes a customer if they come back. If their wait has been less stressful, more comfortable and more rewarding – they'll keep coming back
4. Reduced shrinkage and losses
   Queue management can even play a role in this important aspect of business. For example, by randomising to which till the head of the queue next goes, scams such as 'sweethearting' can be dramatically reduced.

We also have 15 years of experience and many man-years of research findings and analysis – all at your disposal.

We like to think of ourselves as a B-B-C (Business to Business to Consumer) business. What we do for you directly affects your consumers.

We know that your consumers always have an opinion about queueing. Get the queueing experience wrong and it can colour their perception of your whole business. Get it right and your business profits.

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