DEAR ABBY: I work in the retail industry at a high-end furniture store. We specialize in custom furniture from top manufacturers. We have been in business for many years and have many repeat customers.
My question is about customer service. Our hours of operation are normal, from 10 a.m. to 6 p.m. But we often have customers who arrive at 5:45 p.m. or later to see sales associates and order their furniture. Because our furniture is custom, the process can take up to an hour. Some associates have stayed as late as 8 p.m. to work with a customer who walks in without an appointment.
When is it appropriate to let the customer know we are closing and they should come back at another time for their consultation? We try to work with everyone, but in my opinion, it's rude to assume we are obligated to stay and cater to them when it is our time to go home to our families. -- WAITING TILL THE LAST MINUTE
DEAR WAITING: You're not wrong. I agree it's rude to assume that people will stay hours after closing time, but if there are no hard and fast rules in your store, sales personnel may be stuck. It's one thing if the sale is being finished, but to start the process just before closing time is an imposition. Some stores stop processing orders before the official closing time, which nips the problem in the bud.
As to whether you are "obligated" to accommodate high-end customers, this is something you should discuss with your employer. Some businesses are willing to cater to buyers of high-end merchandise, and yours may be one of them.
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The Principle of Least Interest: He who cares least about a relationship, controls it.
Their hours at 10 am to 6 pm, while many of their customers are working. So someone who gets off work at 5:00 and gets there at 5:45, has a problem with their store hours.
I've been with customers by 6:00 a.m. or 6:30 a. m., and left between 4 p.m and 7 p.m., MANY times, because that's what it takes to keep a high value customer ... or any of my customers.
If their sales people work on commission, I suspect that they are happy to work past 6:00 p.m. to get a large, high profit sale.
In my village, a lot of small retail businesses are open from 10 to 6, but stay open later one night a week.
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The Principle of Least Interest: He who cares least about a relationship, controls it.
A flock of flirting flamingos is pure, passionate, pink pandemonium-a frenetic flamingle-mangle-a discordant discotheque of delirious dancing, flamboyant feathers, and flamingo lingo.
Working in restaurants, it isnt that the customer comes in at closing.
It more that they tend to linger.
They don't know what they want or want everything.
Make a huge mess.
And they can be very rude.
But.
In the restaurant business, you plan for that.
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A flock of flirting flamingos is pure, passionate, pink pandemonium-a frenetic flamingle-mangle-a discordant discotheque of delirious dancing, flamboyant feathers, and flamingo lingo.
I think that a business that closes just as people who work are able to get there are asking for the "inconvenience" of having to stay late to get their business.
Plenty of times I stayed late to help the last customer. I always told them to take their time, we were there to help them, etc. It is what you do. If you don't like it, you probably shouldn't be in the service industry.
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Out of all the lies I have told, "just kidding" is my favorite !
I should add that I believe people who come in at the last minute on a holiday and expect us to stay open with a smile have a special place in hell waiting for them. 364ish days a year, we will stay open with a smile. On BIG holidays (not talking about Memorial Day, more about Christmas Eve) people need to be respectful and take care of their business during normal hours so the workers can get home to their families.
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Out of all the lies I have told, "just kidding" is my favorite !
Well, if this is a 'problem" for a business, then maybe the business needs to consider expanded business hours. However if you are sales, you do what you need to do to close the sale. Talk to the boss about possibly coming later or leaving early on days where you aren't busy. If you think you are only going to work during "regular" hours then you probably aren't going to go very far in life. However, the sales person could also say "I am sorry but we are closing at 8 pm so if you wish to meet to discuss this furniture, then I am available tomorrow or this week at X time. Buying furniture isn't exactly a 911 emergency so it can wait. However, customers can do what they choose as well and may go elsewhere if you turn them away.
I should add that I believe people who come in at the last minute on a holiday and expect us to stay open with a smile have a special place in hell waiting for them. 364ish days a year, we will stay open with a smile. On BIG holidays (not talking about Memorial Day, more about Christmas Eve) people need to be respectful and take care of their business during normal hours so the workers can get home to their families.
Christmas eve our store always closed at 6pm for the holiday.
One year, a guy came in about 15 minutes before closing and ordered 2 family meals.
Not a big deal, takes about 7 minutes to put one together from frozen food to customer's hand.
He got his food and went out and was back at my galley door in no time and thought something was wrong.
He handed me an envelope and asked that I divide it among all of us.
I thanked him and put it in my pocket because I still had some orders in drive thru to get out.
Later I took it out and it had a $20 in there for each of us.
$100.
That was the only Christmas "bonus" I ever got.
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A flock of flirting flamingos is pure, passionate, pink pandemonium-a frenetic flamingle-mangle-a discordant discotheque of delirious dancing, flamboyant feathers, and flamingo lingo.
At our restaurant the food wasn't frozen it was cooked fresh. The salad bar had to packed, ice taken out and cleaned, kitchen was scrubbed clean and floors cleaned. We weren't to excited when a group comes in at closing time. Of course we served them with a smile. Truthfully that didn't happen to often.
I should add that I believe people who come in at the last minute on a holiday and expect us to stay open with a smile have a special place in hell waiting for them. 364ish days a year, we will stay open with a smile. On BIG holidays (not talking about Memorial Day, more about Christmas Eve) people need to be respectful and take care of their business during normal hours so the workers can get home to their families.
Christmas eve our store always closed at 6pm for the holiday.
One year, a guy came in about 15 minutes before closing and ordered 2 family meals.
Not a big deal, takes about 7 minutes to put one together from frozen food to customer's hand.
He got his food and went out and was back at my galley door in no time and thought something was wrong.
He handed me an envelope and asked that I divide it among all of us.
I thanked him and put it in my pocket because I still had some orders in drive thru to get out.
Later I took it out and it had a $20 in there for each of us.
$100.
That was the only Christmas "bonus" I ever got.
And the people who appreciate it like that man are few and far between. Most people are absolute jerks about it and even try to drag their feet to torture the staff. I have seen that more times than I have seen the people who appreciate it.
But on a day to day basis, the business in the OP needs to change their hours or the staff need to get over it. They should have a policy in place about who stays late with the customer and who can be dismissed. When there is no plan/policy in place, people get grouchy. When there IS a plan in place, people know what to expect and it's clear what needs done. Sounds like this business doesnt have great policies/procedures.
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Out of all the lies I have told, "just kidding" is my favorite !
