6 、讲business 如何cut customer’s waiting time.层次很清楚。首先,要先预测其waiting time有多long。然后就要卢get something for the customers to do.比如,医院里设有让排队的人看电视的房间啊。宾馆里设有电视系统啊。还有一个办法,就是直接tell the customers the truth. Tell them how long they will exactly wait for。象火车站就有明确的时刻表,人们知道自己等的确切时间后,心情就不会太焦急,是有忍耐力的。