The proposed Medical Building on Highway 9 in Marlboro Township

With reference to the proposed medical building which will be located on highway 9 in Marlboro Township, New Jersey, "Keeping wait times to a minimum as much as possible, under 10 minutes or less if possible would be optimum. If something happens that increases wait times, share information with patients as soon as possible. We would recommends training reception staff to always share expected wait times with patients when they arrive and promise to keep them apprised of any bottlenecks. The receptionist should also encourage patients to feel free to ask for updates if they've had to wait past the expected time and don't receive an update. We feel that wait times are one of the biggest barriers to the 'wow' levels of customer satisfaction and engagement. We likens outpatient wait times and their impact on customer experience to a delayed flight. When you have folks getting on the intercom keeping you apprised of the situation all along the way, people may be upset, but they are sitting down and appreciative of the updates. If not apprised, people get madder and madder."