What should an employee focus on while managing long lines during peak hours?

During peak hours, managing long lines effectively is crucial for maintaining customer satisfaction and operational efficiency. The best approach is to stay focused and keep the line moving. This means prioritizing speed and efficiency in processing orders, which can reduce wait times and enhance the overall customer experience.

Focusing on keeping the line moving allows employees to serve more customers within a given timeframe, reducing frustration for those waiting. It also ensures that orders are processed in a timely manner, allowing for a smoother workflow and helping to manage the volume of customers during busy periods.

Encouraging customers to browse or engaging in lengthy conversations might inadvertently slow down service, creating longer wait times and potentially leading to customer dissatisfaction. While building rapport is important, it is essential to balance engagement with the need for efficiency during peak periods. Similarly, only processing payments without addressing the whole order experience would neglect customer needs and diminish service quality, making it important to handle orders holistically rather than just transactions.