A few months ago I did a talk on the - surprisingly - behavioural science of queues.
It’s about more than just waiting—it’s how queues affect our emotions, our decisions, and (especially) our businesses.
In it, you’ll learn:
- Why moving gates further from baggage claim reduced complaints at Houston Airport.
- How a coffee shop owner used queues to increase sales.
- The surprising ways queues signal quality, scarcity, and status.
- How to use queues for evil - bowahahaha!
It’s a fun, fast-paced exploration of bottlenecks, psychology, and the quirky things that happen when people are forced to wait.
Hope you enjoy! I’d love to hear your thoughts after you watch it—what resonates most with you?
Cheers,
Clarke
PS: This was my first public outing of Billy Brown, the bottleneck detective. The paperback is out now, and the kindle pre-orders (thanks!) get released in a few hours.