Lancaster Archery Supply Retail Queue Management Success
About Lancaster Archery Supply
Since 1983, Lancaster Archery Supply has fuelled the growth of archery by providing archery equipment to businesses, organizations, and individuals worldwide. With the highest levels of integrity, technical expertise, and customer service, it has earned respect as a leader in the industry. The company’s retail location is staffed with the best Customer Service TechXPerts known to the sport of archery.
Lancaster Archery Supply is one of the biggest 3D archery stores in the world, and has customers from across the globe.
Lancaster Archery Supply used the old-fashioned ticketing system Turn-O-Matic. This system posed several problems.
First, the system was not personal. Clients didn’t like to be regarded as numbers.
Second, staff couldn’t track the number of people in the store or why those people had come. The old approach toward line management didn’t provide a clear overview of what was happening in the showroom.
Third, customers complained about the amount of time they had to wait before receiving service from a TechXPert. Time after time, clients told staff members that they had been waiting for hours. A conversation that starts this way typically doesn’t end with a sale and a happy customer.
"The old ticketing system, Turn-O-Matic, was very impersonal. We couldn’t track how many people were waiting and where they were," says Chris Scott, showroom manager at Lancaster Archery Supply.
Lancaster Archery Supply understood that, to improve customer service, boost sales, and increase revenue, it needed a line-management system that was more innovative and forward-thinking.
The Qminder setup in Lancaster Archery Supply consists of three main steps.
First, customers sign up for assistance. Next to the store’s entrance, in an ArmorActive floor stand, is an iPad where customers can enter their names to get help from the archery TechXPerts. Lancaster Archery is proud that it also has mobile check-in capabilities. Using the Qminder mobile application, clients can check in on their way to the store. This service is free to mobile users and easy to operate.
Three Samsung Smart TVs with the Qminder application let customers know when they will be called. Multiple screens give shoppers more freedom to move around the store. The Qminder overview split screen shows clients who have been served, and those who are up next. The screen gives clients the information they need, and notifies a client when his or her name is called.
Scott explains: "Our customers know that they are waiting for the service and can see on the TV if they are the next up. They feel free to move around the showroom."
The archery TechXPerts can call their next customers from the computer by using any modern web browser. There is no need to buy extra hardware or even download new software. If staff members walk around the store they can use a tablet or even a phone to help customers. No barrier exists between them, like it usually does when they are behind the serving desk.
Now Lancaster Archery Supply staff members greet every customer by name. Consequently, clients are more open, a fact that leads to more sales.
"Qminder has significantly helped in the daily work with customers. Now a consumer has a name, not a number. We can greet with a more personal environment," says Scott.
The Qminder iPad application is easy to use. People simply enter their names; that’s all.
Scott says, "Qminder is so simple that even Amish can use it!"
Qminder split-screen digital signage on two Smart TVs in the showroom lets shoppers know when their names are called for service. They are free to move around and explore more goods, something they couldn’t do under the old waiting-line system.
The Qminder smartphone app ensures that users spend less time waiting for service because they can sign up remotely.
"Lancaster Archery Supply now has the Qminder app to keep your waiting time short. You have less time waiting in line and the freedom to move about our showroom," says Scott.
Lancaster Archery Supply can quickly test Qminder’s performance. The company set up a tablet and tested it with actual clients. The clients loved it.
The setup cost for Lancaster Archery Supply was about $2000, which included two Smart TVs and an iPad with a floor stand.
Time after time, under the old system, angry clients told employees that they had been waiting for hours. Now clients can see how long their wait times will be. Qminder has completely eliminated Lancaster Archery Supply’s waiting problems.
Scott confirms, "Clients exaggerated the time of waiting, but now we can see how long it actually is."
Lancaster Archery Supply’s use of Qminder illustrates the ways in which a small investment made by a specialized retail store can significantly improve service.
Store customers don’t want to be considered numbers.
Greet your clients by name and make their experiences personal!