Sorry this is taking so long.Antsy customers pace. They fidget. They run their hands through their hair, look around, and generally exude anxiety. And your mission? Especially when there’s nothing you can do to help the situation? Give them a sense of control so they chill out, relax, and stop irritating other customers. You’re probably wondering how that is possible. These perfect phrases will show you.
Sorry this is taking so long.
I know this might seem like a long wait.
I know you’ve been waiting for …
I guess this is taking longer than you expected.
I apologize for the delay.
This is a longer delay than we predicted.
We are short one person.
We got slammed with other orders just before you came in.
At this time of year, we’re always a little slower.
We are out one machine. While it’s being repaired, we only have two, and both of them are working 24/7.
The weather is bad—too bad we can’t control it!
We just learned the regulations have changed. So now we need to …
The city now requires that we … so it’s taking longer than before.
We had an emergency, and most of our crew is still at the site.
Be sure that you’re specific when explaining the reason for the wait—otherwise, you risk sounding condescending:
General and condescending: This is for your own good.
Specific: We need to do one more test to make sure your … works correctly.
General and condescending: These things take a long time.
Specific: Because of the … and the … this takes a long time.
Here are a few more phrases:
We want to test this several times to make sure it’s accurate.
Our first priority is making sure you’re safe so we need to …
It’s important that we go through the right channels.
We need to get the right approvals.
This has the added benefit of helping them feel better about you:
Would you like a cup of coffee or tea while you wait?
We have some magazines in the employee lounge. Would you like me to get one for you?
Please help yourself to coffee and doughnuts.
I have some information about the product that might help you when you bring it home.
If you want to wait in the cafeteria, I will come get you when it’s your turn.
We have a vending machine out back. If you want to get something, I’ll hold your place.
Why don’t you fill out these forms now? Then when it’s your turn, you can be finished that much faster.
Can I contact anyone for you while you wait?
If you want to go home or back to work, I can call you when it’s ready.
If you like, I can drive you downtown and then pick you up in an hour or so when it’s ready.
Taking them aside: Just wanted to let you know we’re still working on it.
Giving them priority status: I assigned Mr. Rose to your case—he’s the best we’ve got.
Putting them in touch with one of your experts: I’m going to have Rosa, our lead technician, call you about it.
I may not be able to stop the thunderstorm, but I can give you a certificate to the airport diner.
Just be glad our benches are comfortable.
Well, it sure beats walking through the rain.
Just think how much you’ll appreciate the … once you get it.
At least you can get some work done while you wait.
Not a bad way to spend your time if you’re on an expense account—don’t you agree?
This shouldn’t take too much longer.
Normally, this only takes an hour, so I assume you won’t have to wait too much more.
You’re next in line, so it shouldn’t be too long.
Right now, there are four in front of you.
If you go online, you’ll see how long this will take.
The average wait is usually …
Quick tip: Update your customers regularly so that they feel greater control and know you haven’t forgotten them. Short notes and e-mails work wonders. If the customers are in your waiting room, stop in with an update.
I appreciate your patience during all this.
Thanks for waiting.
Thanks for being a good sport.
Glad we could get this to you and that everything worked out all right.
Hope you like this—I think you will.
So nice to know you finally received it.
Thanks for waiting and enjoy your day!