“Dr. Jones will be with you in a jiffy,” the receptionist says.

“Fantastic, now what’s a jiffy?” we ask. “I don’t need you to be exact, but I would like a rough estimate.”

Is it just me, or is it a little odd that those who work in doctors’ offices, auto mechanics, and other businesses that offer waiting rooms refrain from providing true Estimated Wait Times (EWT)? I understand that it’s tough, rough, and in come cases impossible to know with certitude, but all we’re asking for is a rough estimate from a receptionist, and her team of employees, with their decades of experience in their shared field, to come up with a fairly decent guess. When I enter their office I do so with my own EWT, my Expected Wait Time, and while I know my EWT might be uninformed compared to theirs, I’d enjoy gathering with them to see if we can find  a Crucial Meeting Ground (CMG). The problem for those of us sitting in waiting rooms, waiting for our services to be rendered, is that most employees at places like doctors’ offices think they can circumvent all EWTs with: “A jiffy!” 

“It will only take a jiffy.”

“Fantastic, now what’s a jiffy?” we ask again, “and before you answer, you should know that we’ve tried, for centuries we’ve tried, to come up with a definition that we can all agree on. Some stay vague, saying, ‘it’s lightning fast,’ ‘blink of an eye,’ or ‘in a flash,’ but physicist Gilbert N. Lewis clarified jiffy as the time it takes light to travel one centimeter in a vacuum, or 33.3564 picoseconds, and a picosecond is one trillionth of a second. So, if you’re equating your Estimated Wait Time to the physicist’s definition of jiffy, then you’re saying Dr. Jones should be ready in 0.0000000000333564 seconds, and that’s not too bad.”

The primary reason these businesses offer vague “jiffy?” EWTs, is the disgruntled customer. Anyone who has worked in the service industry knows that guy who approaches the desk with his “You said he’d be ready between 5:18 and 5:23. It’s now 5:24.” The disgruntled customer loves playing the sophisticate who can spot flaws, inconsistencies, and hypocrisies inherent “in the system”. “This is not a chicken McNugget,” this customer says displaying a small McNugget. “It’s a half of a McNugget. You’ve given me nine and one half of a McNugget. I ordered ten. It’s not even a half a McNugget. Look at it, it’s more of a third of a McNugget. Who do you think you’re dealing with here?” The reader reads this, and they think we’re using hyperbole to prove a point. Yet, if the reader worked in the service industry as long as we did, they know that some aggrieved customers believe that we pimply-faced sixteen-year-olds were in cahoots with our employer in a MickeyD-pimply face industrial complex conspiring against him, John McGillicuddy. If he’s not that far down the totem pole of conspiracy, he thinks the corporation has been putting it to the little guy for far too long, and he Mr. John McGillicuddy appoints himself the emissary for all those little guys who are afraid to stand up to pimply-faced sixteen-year-olds. 

“It’s not about you, John McGillicuddy,” I want to tell these disgruntled customers. The pimply-faced sixteen-year-old in the back, didn’t see that John McGillicuddy was at the drive-thru, so he decided to throw a half nugget into the pack. “And one other thing, Mr. John McGillicuddy, or whatever your name is, all those snarky lines you dreamed up in the mirror the night before. We’ve heard them all before.” John McGillicuddy obviously brings a lot of baggage to the drive thru window, and he brings the same baggage to the waiting room receptionist who offers him a rough EWT. So, even though the jiffy line grates on me, I understand what drives an office to keep it general for the entry-level employees who have to put up with the John McGillicuddys of the world.  

“Okay,” John McGillicuddy will say. “Let me talk to your manager.”

Here’s the dirty little secret that most in the service industry businesses won’t tell you. The manager is but another employee, at a higher level and often a little older and more experienced, but they are not granted a magic wand that can fix all of the flaws and inconsistencies you spot. The employees and managers can meet with their higher ups and eventually fix the flaws you’ve exposed, but it’s not going to happen today, while you’re all impatient and frustrated.  

In other words, we know it’s not fair to take it out on the employees or even the manager, but they’re the face of the corporation standing before us. We also know to apply relative constructs to the term “jiffy” in conjunction with the nature of the services we require. In a doctor’s office, we could say that a jiffy should be anywhere between five to ten minutes, if our appointment was at 8:00 AM, and we showed up at the office at 8:00 AM. There are always going to be variables in a doctor’s office, of course, as some patients eat up more of the doctor’s time than expected, but doctors, and all of the employees in charge of the waiting room office, have a combined tenure of decades, and they should have a better feel for “a jiffy” in their Expected Wait Times. When I end up waiting twenty-three minutes for a doctor, I see that as a violation of the term a jiffy, as I know it and physicist Gilbert N. Lewis defines it. Twenty-three minutes waiting should be more of an auto mechanic’s definition of jiffy, but when I end up waiting over an hour and a half for them, I can’t help but think we’re all violating the jiffy. Even after allowing for relative definitions of the term in an auto mechanic’s shop, I can’t see how an hour and a half can even loosely be defined as a jiffy. Like those in a doctor’s office, auto mechanics’ employees have a combined decades of experience, and they should calculate their definition by how many cars are in front of me, and how long they think each job will take, until they 1-2-3 me and say, “I’m going to guess we’ll have you out of here in under two hours.” You know what I’d say to that? I’d say, “Thank you. Thank you for being so honest.” I’d say that because it’s much better to wait a concrete two-hour EWT than a vague jiffy that could take two hours.

***

I only wrote a letter to a corporate home office one time, and to be completely honest, I hated doing it. I hated being that guy, that John McGillicuddy, so much that I didn’t write it that day, because I was overheated. I waited a day and composed a more professional, less emotional complaint letter. It was my only complaint letter, thus far, and I didn’t want to get anyone in trouble, but if you’re a “jiffy” guy who violates with variables to the point that I question your veracity, it could vex me to the point that it triggers my emotional mutation into Letter Writing Man … and you wouldn’t like me when I’m vexy.