Ever been stressed by the queue in a fast food restaurant? Or an airline check in? Or had to wait ages in an A&E? When was the last time that you had to queue for something – and enjoyed the experience? In the fast paced wireless and e-enabled world why do we have to wait for service? Terry Green takes us on a fascinating behind-the-scenes tour of how the best (and the worst) organisations manage the way we get served in store, and shows how any organisation that delivers face-to-face service can raise their game, reduce costs, and deliver a superior customer experience. Waiting –between the wanting and the getting - touches every aspect of our lives and research has shown that we spend 17% of our lives doing just that. Waiting. The author Terry Green and his company Q-Matic have single-handedly changed that experience (usually for the better!) for consumers, with Terry himself acting as the voice ("Cashier Number 3, Please!") for many auto-queuing systems in our banks and post offices today.