Let's face it, waiting in line sucks. Whether it's that morning line up for a caffeine fix at a coffee shop, the endless snake of people at airport security, or even the local grocery store on a Sunday afternoon, the act of waiting feels like a complete energy drainer. It's not just the time that ticks away; it's the feeling of being stuck, the sense of helplessness, and the creeping frustration that make it particularly unbearable.
But what if I told you there's a way to flip the script on this all-too-familiar scenario? In this blog, we learn about what psychology can teach us about what circumstances make waiting in line so painful, and, more importantly, how you can come out on top, transforming wasted time into won time.
Staggering Statistics on Waiting
Did you know that on average, individuals spend approximately 5 years of their lifetime waiting in lines (Ward, 2021)? If you really reflect on this, it's a staggering statistic. And we just aren't as patient as we used to be. Surveys reveal that over 90% of people report feeling frustrated by waits longer than 5 minutes, and this frustration exponentially increases with the duration of the wait (Harrison, 2022). Does this sound like you? I have to admit, it's me.
Why Waiting Feels Like "Torture"
What does psychology tell us as to why waiting in line is so sucky. Let's break it down:
1. The Instant Gratification Dilemma: Research shows that the gap between expectations and reality is often the crux of our problems with depression, frustration and anxiety. And in an era where immediate access is often a click away, the stark contrast of waiting in line confronts our expectations head-on, leading to feelings of dismay. This is just getting worse with every generation and every leap in technology.
2. Occupied Time Feels Shorter Than Unoccupied Time
The perception of time is subjective. Our brain perceives time differently based on our level of engagement. Reading a book or chatting with a fellow line-waiter can make time fly, but staring at the ticking clock while you're alone makes it crawl. Have you ever been in a long line, forgot your phone and god forbid, had to occupy yourself with your own original thoughts?
3. Anxiety Makes Waits Seem Longer and More Painful
Uncertainty and lack of control heighten our emotions during waits. And if there is a lot riding at the end of that line, the wait seems painfully longer. Have you ever been in line for an important flight, and you see that huge security or customs line? Each minute seems like an eternity, with your anxiety magnifying as you glare at the front of the line.
4. Uncertain Waits Are Longer than Known, Finite Waits
A defined wait time, even if lengthy, is less stressful than an undefined wait. When customers are provided with a clear expectation of how long they will wait, the anxiety and perceived length of the wait reduces. Contrast waiting on the phone with customer service with no wait time communicated vs. an online customer service chat with an estimated time continually updated.
5. Unexplained Waits Are Longer than Explained Waits
Customers tolerate waits better when they understand the reasons behind them. Whether it's due to an emergency or a high volume of customers, explanations can foster patience and understanding. I know when I'm treated like an actual human being and a reasonable explanation is provided, my frustration level is abated.
6. Unfair Waits Are Longer than Equitable Waits
Perceptions of unfairness, such as others being served out of turn, exacerbate the frustration of waiting. Ensuring a visibly fair system can maintain customer satisfaction. When people cut in line or when there is a class-based line up system, this can infuriate people. In fact, it's been shown that airline rage tends to be heightened when the difference between business class and coach is highlighted.
7. The More Valuable the Service, the Longer the Customer Will Wait
The perceived value of the service affects tolerance for waiting. Customers are willing to wait longer for high-value services. This perception can be managed by enhancing the apparent value of the service or product. You see this all the time when people wait a ridiculous length of time for a coveted pastry or to get into a club.
How to Win: Get Ahead of the Curve
Conquering the queue isn't just about enduring it; it's about strategically navigating and sometimes entirely avoiding the ordeal. To come out on top, consider dividing your approach into two main strategies: avoidance and psychological resilience.
1. Avoid and Eliminate the Line
The first tactic is to minimize your time in line or sidestep it altogether. Here's how:
Be selective: Select businesses that "get it" and value your time. I used to go to a salon that consistently made me wait 15 to 20 minutes before my appointment. Now, I attend one that doesn't overbook customers and respects my time. I order my prescriptions in advance with a phone notification when ready. And if I drop in, my pharmacy gives me a time frame and a pager to notify me when the prescription is ready. I don't feel like I'm just wasting my time.
Line Bypass Programs: If you fly frequently, enrolling in trusted traveler programs like Nexus or TSA PreCheck can significantly cut down your wait times at airport security. It's a simple process that pays dividends in saved time and reduced stress. In addition, some credit card programs and airline points programs will help you bypass long lines at check in, security and boarding. I signed up for Nexus years ago for a mere $50, and it's been a godsend each and every time I've travelled, particularly during high season.
Timing Is Everything: Plan your visits or trips during off-peak hours. Whether it's grocery shopping late in the evening or hitting the DMV right when it opens, avoiding peak times can lead to shorter lines. Planning ahead and doing your research is key and will save you undue stress and frustration. Why book important tasks at the worst possible times if you have an alternative?
Digital Alternatives: Use technology to your advantage. Order consumer items online for quick pickup, use mobile tickets for events , or check in early online for flights and hotels to bypass unnecessary lines.
2. Use Psychology to Your Advantage
While avoiding lines is ideal, it's not always possible. That's where psychological strategies come into play, transforming the waiting experience:
Slow down: Shift your mindset to view waiting as an opportunity to slow down rather than a waste. Not everything has to be done at a break neck speed. Waiting in line is a chance to slow down in our otherwise fast-paced lives. It can be a time to reflect, practice gratitude and just be mindful and aware of what is going on.
Stay Occupied: Engage in activities that make time fly. Listen to music, podcasts, or audiobooks. Bring a book, or if you're in a group, strike up a conversation. Engaging your mind distracts from the wait and can make the experience more pleasant.
Set Realistic Expectations: Part of the frustration comes from expecting quick progress. Mentally prepare for a wait to be longer than you hope, and when it turns out shorter, the surprise can lift your spirits. Don't set yourself up for anger by having unrealistic expectations.
Reframe the Situation: Consider the wait as a necessary step towards something valuable. Reminding yourself of the purpose and potential reward at the end of the line can help mitigate the frustration.
Conclusion
By employing a combination of avoidance tactics and psychological strategies, you can significantly reduce the negative impact of waiting in line. The key is preparation and perspective. With a little planning and a shift in mindset, waiting in line doesn't have to be the bane of your existence. Instead, it can become a manageable, and sometimes enriching, part of your day. Remember, the art of waiting is not just about killing time—it's about making the time count.
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God, I hate lines. But definitely strategizing makes sense. I just won't go out if the line is unbearable.