Choice Quote by Julia Hartley-Brewer
“A queue doesn't necessarily imply order and good manners among our fellow men. Usually it's just down to poor organisation, under-staffing and hopeless service - and the long-suffering customer having no choice.”
About This Quote
Source Opinion column, 2020
Long queues often reflect poor management, not customer misconduct.
In simple terms: Queues show organizational flaws, not bad people.
Key Takeaway
Improve systems, not blame customers.
Themes
service
management
customer experience
Mood
analytical
empathetic
Type
practical
inspirational
When to use this quote
- retail stores
- hospitality
- government offices
- call centers
Key Concepts
operations
organizational behavior
Questions to Reflect On
- What steps can businesses take to reduce wait times?
- How can customers stay patient while waiting?
A Different Perspective
Customers may still act poorly in queues.
