One of my early memories is of standing in line to meet Father Christmas at a local department store. The reason it stands out is probably the unsatisfactory outcome. I was sad to report to my parents that beneath his red coat 'Santa' wore grey flannel trousers and was obviously just a helper rather than the real thing.

In our family we're all keen cinema goers and a favourite party game is 'name and enact the scene'. You are given a scenario, for example 'argument' has to be 'The Quiet Man' dispute / fight scene or 'foot race' the slow-motion scene in Chariots of Fire. Try it at Christmas. 

What about queuing or standing in line? Here are my top five scenes

• Forrest Gump waiting for a bus with his box of chocolates
• A Day at the Races - a Marx Brothers classic where Groucho is queuing to place a bet and is accosted by an ice cream purveyor (Chico), who sells him twelve code books of racing 'tips '
• Annie Hall - where Woody Allen is waiting in a cinema queue and reacts to another cinema -goer's pretentious comments about the art of film making - 'He's spitting on my neck'
• The Full Monty - some of the troupe rehearse their dance moves while waiting to register as unemployed
• And finally, with Christmas in mind: James Stewart organises an orderly queue when there is a 'run' on the Savings and Loan.

 Meanwhile much has been written about the queue - there's even a mathematical theory about optimal queue size. A 2013 BBC article considered the history of queuing and whether the British are actually any good at it. It's thought the idea of organised queues started with the Industrial revolution and the growth of urban developments. It was given a further boost in times of shortage, when people became used to waiting their turn for goods in short supply.

Are we any good at it? Perhaps it depends how the queue is organised. We've all seen footage of people waiting patiently for a door to open at New Year sales only for discipline to evaporate once they are inside the store with an 'every man for himself' attitude taking over.

Why are queues an issue? I did some desk research and came across an article that sums the situation up by saying 'the easiest way to upset a customer is to make him wait'. It cites research that appeared in the Journal of Consumer Behaviour - 'Customers' perceived value of waiting time for service events'. The research divides total waiting time into three phases:

• Pre-process - waiting in line
• In counter - making an order
• Post process - waiting for order completion. 

It concludes that “pre-process” or waiting in line has the greatest influence on how customers perceive waiting times and service quality. Waiting in line was the greatest cause of dissatisfaction.

Certainly, queuing can become an issue at this time of year, and most people don't see the funny side, either at the bank or retail outlet. Indeed, things can become a little fractious. 

Anything that can be done to remove lines will enhance people's view of the service they receive. And that's where Glory comes in. Glory has helped financial institutions and retailers worldwide to reduce and, in some instances, eliminate the time spent standing in line.

To see how we can help, contact us.