[Zag]

A couple of questions:

1. Do you count the time that people spend waiting if they were in the wrong line?

2. Do you count the time that people spend lying on the floor with their hands over their heads, praying quietly that the shooter thinks that they are already dead?

3. How about the people who are dead? They've got a really long wait for service -- it'll screw up your statistics for sure.

I think you should stand in the middle of the customer area with a clip board, writing down the time that people enter the building until they are waited on. You should make small talk with the customers -- say things like, "Yeah, I guessed you were in the wrong line way back when you got in it." and "Sure. I suppose that the line would move faster if there was one more person working the counter, but there's a big budget crunch on." and "This? Oh, this is a very important study in how long people wait at the Post Office." and "Hahahaha! That was the wrong line, too!"