{"id":6072,"date":"2025-02-27T10:28:57","date_gmt":"2025-02-27T07:28:57","guid":{"rendered":"https:\/\/www.electra-fm.co.il\/?p=6072"},"modified":"2025-02-27T10:59:59","modified_gmt":"2025-02-27T07:59:59","slug":"up-down-and-in-between-the-psychology-of-elevator-waiting-that-changes-customer-experience-liat-karpel","status":"publish","type":"post","link":"https:\/\/www.electra-fm.co.il\/en\/news\/up-down-and-in-between-the-psychology-of-elevator-waiting-that-changes-customer-experience-liat-karpel\/","title":{"rendered":"Up, Down, and In Between – The Psychology of Elevator Waiting That Changes Customer Experience | Liat Karpel"},"content":{"rendered":"\n

Wait Patiently…<\/p>\n\n

We don\u2019t like to wait. Any delay of just a few seconds starts making us uncomfortable. <\/p>\n\n

This is how the fast-paced world has conditioned us: the ever-increasing speed of the Internet, the instant gratification of a click revealing everything we need. <\/p>\n\n

What started in the digital world has seeped into our daily lives\u2014into every aspect, even waiting for an elevator to take us up or down. After a few seconds of waiting, most of us anxiously press the button again\u2026 as if it\u2019s to blame. <\/p>\n\n

As part of my role as a Customer Experience Manager in dozens of office towers, I decided to examine the issue of elevator wait times.<\/p>\n\n

<\/p>\n\n

\"\"<\/figure>\n\n

<\/p>\n\n

Here\u2019s what I discovered:<\/strong><\/p>\n\n

    \n
  1. After about 15 seconds, on average, people start feeling uncomfortable and become restless.<\/li>\n\n\n\n
  2. A few seconds later, they start complaining.<\/li>\n\n\n\n
  3. . People who work in high-rise buildings with “frustrating” elevators often avoid leaving the building for a break during the day or returning to their office to grab something they forgot.<\/li>\n\n\n\n
  4. Elevators that are accessible and available within a reasonable timeframe are an essential part of a seamless customer experience\u2014one that people only notice when something goes wrong.<\/li>\n<\/ol>\n\n

    At Ariel Properties, we closely monitor elevator wait times. Collaboration and data sharing with elevator consultants and service providers are crucial for gaining an accurate picture of the situation and optimizing performance. <\/strong><\/p>\n\n

    So, how does elevator wait time impact customer experience?<\/strong><\/p>\n\n

      \n
    1. A Sense of Lost Time \u2013 We\u2019ve been conditioned to expect speed, and every moment of waiting feels like an eternity. A long wait creates discomfort and a feeling of wasted time. This is not the experience we want to create for clients, visitors, or service recipients. <\/li>\n<\/ol>\n\n

      2. Increased Stress \u2013 We are always in a hurry. It has become our default mode, both in work and life. If someone arrives at an important meeting and finds themselves waiting too long for an elevator, they experience stress and frustration over a delay they have no control over. This negative feeling can carry over into the meeting itself. As facility managers, the last thing we want is for meetings to start with complaints about how long it took to get upstairs. <\/p>\n\n

      3. First Impressions Matter \u2013 Whether you’re selling or leasing space in a high-rise, the lobby and elevators are the first touchpoints a potential client experiences. If they must wait too long for an elevator, only to find it crowded and stopping on every floor, discomfort builds. Even if they can\u2019t pinpoint the exact issue, it will influence their perception of the building\u2019s management and functionality. <\/p>\n\n

      How Can We Improve Elevator Experience?<\/strong><\/p>\n\n

        \n
      1. Technology Upgrades \u2013 Smart elevators, powered by intelligent algorithms, optimize movement based on tenant needs, ensuring that passengers get the most efficient ride at different times of the day. Implementing such solutions can significantly reduce waiting times and prevent unnecessary delays.<\/li>\n\n\n\n
      2. Proactive Maintenance & Management \u2013 Elevators should always function smoothly and be routinely maintained to prevent disruptions.<\/li>\n\n\n\n
      3. Optimized Maintenance Schedules \u2013 Routine servicing should be done outside of peak hours or when building activity is minimal. If unexpected downtime occurs, immediate updates and alternative solutions should be provided to tenants. <\/li>\n\n\n\n
      4. Enhancing the Waiting Area \u2013 The design and atmosphere of the waiting area near elevators can improve the overall experience. Screens with engaging content, comfortable seating, pleasant music, a soothing scent, or other small touches can transform waiting into a more relaxed experience.<\/li>\n\n\n\n
      5. Elevator Zoning \u2013 In high-rise buildings, it is highly recommended to program elevators to serve designated zones, ensuring that each elevator focuses on specific floor ranges rather than stopping at every level. This dramatically reduces waiting times and improves efficiency. <\/li>\n<\/ol>\n\n

        Conclusion<\/strong>As I mentioned, elevator movement in an office or residential tower should be a seamless part of the customer experience. The more you implement the solutions mentioned in this article, the better and more effortless the experience will become. <\/strong> <\/p>\n\n

        There\u2019s no doubt that a high-quality, stress-free customer experience is built on the small details that make all the difference\u2014even when it comes to waiting for an elevator.<\/strong><\/strong><\/p>\n\n

        <\/p>\n","protected":false},"excerpt":{"rendered":"

        We don\u2019t like to wait. Any delay of just a few seconds starts making us uncomfortable. <\/p>\n

        This is how the fast-paced world has conditioned us: the ever-increasing speed of the Internet, the instant gratification of a click revealing everything we need. <\/p>\n","protected":false},"author":3,"featured_media":6084,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"iawp_total_views":48,"footnotes":""},"categories":[31],"tags":[121,122],"class_list":["post-6072","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag--en"],"acf":[],"yoast_head":"\nUp, Down, and In Between - The Psychology of Elevator Waiting That Changes Customer Experience | Liat Karpel - Electra FM<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.electra-fm.co.il\/en\/news\/up-down-and-in-between-the-psychology-of-elevator-waiting-that-changes-customer-experience-liat-karpel\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Up, Down, and In Between - The Psychology of Elevator Waiting That Changes Customer Experience | Liat Karpel - Electra FM\" \/>\n<meta property=\"og:description\" content=\"We don\u2019t like to wait. 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