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While a business’s primary focus is typically its revenue-generating service, the way in which a customer attains that service is equally important. For many businesses, this involves some sort of physical queue that a customer needs to deal with. In fact, Americans spend an aggregated 37 billion hours waiting in line — each year! The queuing experience impacts how prospective customers evaluate a business and the perceived value of the product. This is a part of the business itself, which explains why sharp operators are obsessed with managing it.

The common view on lines is that they are either a…

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