Have you ever been in a situation in which you had to wait to get service? In a research survey done by the Timex company , they found that on average Americans wait:
- 20 minutes a day for the bus or train
- 32 minutes whenever they visit a doctor
- 28 minutes in security lines whenever they travel
- 21 minutes for a significant other to get ready to go out
- 13 hours annually waiting on hold for a customer service
- 38 hours each year waiting in traffic
- And those living in big cities wait in traffic more than 50 hours annually
And what about the time we spend on our Phones?
- People spend an average of 23 days a year on our phones
- 90 minutes a day
- 9 years over the course of the average person’s lifespan
With the 2nd wave of layoffs upon us due to COVID-19, most of us have experienced longer waiting times than ever before as businesses have had to adjust their labor force. As of September 4th there is 8.4% unemployment of 328.2 million people that equals 27,568,800 Americans without a job. The waiting time on the phone to apply for unemployment has gone up. People have been waiting up to 12 hours, with some cases taking a whole day to hear back to get help. The IRS Stimulus Checks were issued in April and yet there are still people waiting to receive their check. As people struggle to keep up with their mortgages, rent, electric and water bills, Congress has remained at an impasse while people wait to see what is going to be done to turn the economic impact of this pandemic around. That’s a lot of wasted time! And it’s gotten worse since.
As we battle to get back to some sense of “New Normal” we’re also deeply concerned about the physical health of our nation’s population. The waiting time in lines to get tested for COVID-19 were massive, people waited hours either by standing in line or driving in their cars. Several patients had to wait over a month to get their test results back, people had to put their whole life on hold to avoid spreading the virus.
Many aspects of our lives have been affected by the tremendous increase in waiting time. Why does this matter to you as a business leader? Because if you can eliminate the wasted time and motion a client of yours experiences you’ll be a breath of fresh air, you’ll be the one they chose to come back to and you’ll be the one they talk about to others. The experience you provide your customers/ clients is more critical than it was in the past.
Wasted time, wasted motion and wasted employee potential is everywhere, and you don’t even have to look hard, in these unprecedented times the problems have become even more exacerbated, and apparent. According to Paul Akers in his classic book 2 Second LEAN the 8 deadly wastes are; over production, excess inventory, transportation, defects and rework, over processing, wasted motion, customer waiting time and wasted employee potential.
What can you do to eliminate these wastes in your business? We’d love to hear about your ideas and your journey.