What is so facinating about closing time?

[westernrvparkow]

We close our office and store at 10PM. After about 8PM it slows down, save for the late check ins. After about 9:30PM we start cleaning, vacuuming and getting things in line for the next day, since the office and store is a ghost town. Then at 9:55 you can almost count on one or two groups to come in, wander around the store aimlessly, picking up and examining every item in the store, not taking any hints that we may be ready to close, such as us turning off the display lights, putting the covers over the computer terminals etc. They will inevitably stay until about 10:15 and then mosey on out without making so much as a ten cent purchase. I know this is common throughout all retail and extends into the dining industry as well. I have a good friend who owns a high end restaurant, and he has the same experience, some diner will linger for an hour after closing and finishing their meals, not ordering anything more expensive than a refill of their ice water, oblivious to the employees who would like nothing more than to close up and go home. And to top it off, he says they are always bad tippers, a problem I don't have to worry about. Just what is the big thrill?

[Dick_A]

OK, here's the deal; if you wish to close at a certain time post that on the door. If clients ( of by the way, these are probably also paying campers) then tell them you intend to close the till in fifteen minutes. Now don't give me any garbage about customers not understanding your comments - I also operated a customer retail business outlet for forty-some years and know all the games.

The next thing perhaps you need to understand is you are in the "hospitality industry" and your sole purpose of being there is to make your guests happy with the services they subscribed to (and paid for).

There is an old saying in the retail business; if you do not wish to service the customer when they need service then perhaps you should find another line of work.

In most cases the hospitality business is a 24/7 service business and as such attention should be paid to customer service expectations.

In many businesses, customer service hours are determined by the needs of the primary customers. I used to offer work several hours after "normal closing hours" to accommodate a very special and profitable customer.

That said, perhaps it is time to retire or find another line of work as it seems as the years to by you are less interested in providing customers good amenities and guidance as to the park but rather maximizing profits through the idealism of raisinh prices to whatever the traffic will bear, especially when located in a highs traffic and limited competition area.

[westernrvparkow]

Gau 8 wrote:
I have a simple solution. If you want to be out by 10 PM, close the store at 9:30. Cleaning while you are open is poor form. Someday we will find out where these "parks" really are. I hope never to see one.

Hope to never see you either. Like I told another poster, if what makes a park great in your opinion is you can come into the store two minutes before closing time, loiter for 15 minutes to a half hour and then waddle on out without making a purchase I don't need you. Go bother someone else. Some people just don't get it. It isn't about closing on time, it isn't about helping out some one at the last minute, it's about inconsiderate people who have no respect for the fact that other people need to live their lives also. It's a constant theme whenever I post about rules or rude behavior, people come do on me for sticking it to the poor rude rule breaker and never realize I have those rules and don't put up with bad behavior because of how it effects everyone else. But some people are just about themselves. Apparently you are one, so yes, stay away.

[Turtle_n_Peeps]

Gau 8 wrote:

Turtle n Peeps wrote:
This is just so simple to fix.

At 9:45 just announce on the loud speaker: "THE GUARD DOGS WILL BE RELEASED IN 15 MINUTES." Then every 5 minutes announce the same thing. Then at 10:00 start running around the store and screaming at the top of your lungs "their coming, their coming, get out, get out, get R :h

They're. Contraction of they are.

Your right, I apologize. 😮 Oops, did it again didn't I? :B

Misses Neil, my third grade teacher was always appalled at my English and spelling skills. I never did live up to her expectations. All well, years later, when her car was broken or needed service she didn't take it to the person that got A's in her English class. She took it to me. :B Funny, she never did correct the spelling on her service order? :W

(Sorry for the side bar your honor, it won't happen again.) :B Let the bashing continue. :B

[HappyKayakers]

Pauljdav wrote:
My favorite response to all of this is the one that said "Prices double at XX:XX time"

Paul

Not much of an incentive if they're not buying anyway.

[Pauljdav]

My favorite response to all of this is the one that said "Prices double at XX:XX time"

Paul

[JALLEN4]

JJBIRISH wrote:

JALLEN4 wrote:
It would seem the question of customer service is confusing even to the often most logical posters on the Forum such as JJBIRISH. Whether someone should be in retail is measured solely on the bottom line. There are countless examples of mom and pop businesses whose customers loved them right before they went broke and mega-success stories of businesses who continuously abuse their patrons while producing huge profits. Cable companies being a prime example.

Those customers who show up at closing time and stay well past their expiration date mulling over the purchase of a pack of gum are simply rude people. They are past the point of being embarrassed and simply being told by the proprietor it is time to leave is no reflection on the customer service skills of the business involved.

The origin of the slogan "The customer is always right" is often attributed to Marshall Field, a department store owner of more than a hundred years ago. It was a catchy cliché that served to set him apart when caveat emptor was the rule of retailing. Even Mr. Field appreciated the laughable nature of the proposition but used it brilliantly to produce a healthy bottom line based on premium pricing.

My only point was if my hours are 8AM until 8PM… my door will be open at 8 for full service, you won’t wait until 8:05 or have to wait for someone to open and ready the register…. If food service the grill will be hot and the coffee ready to pour at 8…

At closing the door won’t be locked at 7:59 there will still be hot coffee and someone to cheerfully take your order and you won’t have to wait long because I didn’t turn anything off yet…

I attempted to say it in smaller form and lees words…
I have been to some that clearly post the kitchen closes at 7:30 and the doors at 8:00, and is totally appropriate… but to turn off the lights, run the vacuum, remove the table condiments while a customer is finishing their meal is worse than rude…

The confusion seems to be in what retail means… to me it means If you’re in retail, you are in service, if you’re in service, serve, that’s what you do…
If you feel the need to have a 9 to5 job to be happy and have the life you want, get a 9 to5 job and enjoy…

One poster said,” Some folks just didn't think we had anything better to do”…
if you do you don’t belong in retail… retail is in service to others…

cost and profitability is also the responsibility of the retail owner here is where the small retailer is at a deep disadvantage to the bib box, but if that is more important than service and respect for survival that’s fine, but he won’t be counting my money at the end of the day more than once…

I think cost, profitability, and respectful service are all equal partners to success or failure….

Maybe you didn’t notice, I haven’t posted in either post about the rudeness and irresponsible acts of the customer, and there are many… I have posted in many other threads the customer is always right is nothing but a myth, and that is true here to…

being in service does mean the job requires you to take the higher road but doesn’t you should just cave…

there have been several good ways suggested to usher lurkers out at closing time without being rude… if reputation has many importance I would be inclined to use them…

Therein lies the exact attitude that leads to Western's post. I have been in retail my entire life, not restaurant, and have never for the first moment felt "in service" to anyone! I have never made an attempt to imbue in my personell any sense of an "in service" attitude nor have I ever expected them to act with a deferential attitude.

Unfortunately, a certain segment of the populace, who were never in retail, is convinced those in a retail store are there to act as a personal maid or butler simply waiting around to beg alms that they may so proffer by making a purchase. The retail worker is there to be knowledgable, helpful, and respectful...not subservient. They offer a viable product or service and the exchange of those for the consumers funds is a business transaction of equals.

[Francesca_Knowl]

^^^^^^
..:R

Perhaps one could call the Grammar Police...guaranteed to clear any room lickety-split!

[Gau_8]

Turtle n Peeps wrote:
This is just so simple to fix.

At 9:45 just announce on the loud speaker: "THE GUARD DOGS WILL BE RELEASED IN 15 MINUTES." Then every 5 minutes announce the same thing. Then at 10:00 start running around the store and screaming at the top of your lungs "their coming, their coming, get out, get out, get R :h

They're. Contraction of they are.

[crudeman]

WM Supercenter always open..problem solved and there won't be anyone whining about closing up. Heck even spend the night at most. :B

[Gau_8]

I have a simple solution. If you want to be out by 10 PM, close the store at 9:30. Cleaning while you are open is poor form. Someday we will find out where these "parks" really are. I hope never to see one.

[HappyKayakers]

Turtle n Peeps wrote:
This is just so simple to fix.

At 9:45 just announce on the loud speaker: "THE GUARD DOGS WILL BE RELEASED IN 15 MINUTES." Then every 5 minutes announce the same thing. Then at 10:00 start running around the store and screaming at the top of your lungs "their coming, their coming, get out, get out, get out now!!!" Problem solved!! :B

Best suggestion yet. Hey WRVPO, I want video when you use this :B

[Turtle_n_Peeps]

This is just so simple to fix.

At 9:45 just announce on the loud speaker: "THE GUARD DOGS WILL BE RELEASED IN 15 MINUTES." Then every 5 minutes announce the same thing. Then at 10:00 start running around the store and screaming at the top of your lungs "their coming, their coming, get out, get out, get out now!!!" Problem solved!! :B

In all seriousness this thread reminds me of an episode of restaurant impossible or bar rescue. The business calls Robert up and says they have problems. Robert comes in and says your problems are this, this and this and this is how to fix those problems.

The business owner says, no it's not; you don't know what you're talking about; and I'm not going to do as you say. :S :R :h

[mark1228]

winnietrey wrote:
It's interesting, the split between those of us that own a small business, and those of us that don't

We know were WPRV is coming from. And it makes us wince

It is not about a customer that comes in at 9.55 for a quick purchase. It is not about a customer that comes in at 9.59 with an emergency, that we need to stay late to help.

Both of those senarios, we are more than happy to help.

It is about the customer that shows up at 9.58, just wants to look around, jaw jack, and seems to have absouletly no understanding, maybe you would like to go home. And they have an attitude to match. Which is you are their personal slave. And should you sholud be happy they graced you with their presence.

But a big part of running your own biz, is learning how to smile, listing to them and hopefully moving them out the door,so you can go home. And Making sure they leave HAPPY. But at times that is difficult. espically if you have had a long day. But it is what it is

I agree and one more point is that folks that have never owned a business often believe that when you close at 10 your day is over but for the business owner closing time is when you lock the door but there is still lots of work to be done. Paperwork, clean up, paying the bills, reading up on healthcare reform, dealing with an unemployment or work comp claim, endless gov't regulation, scheduling, planning and much more.

[winnietrey]

It's interesting, the split between those of us that own a small business, and those of us that don't

We know were WPRV is coming from. And it makes us wince

It is not about a customer that comes in at 9.55 for a quick purchase. It is not about a customer that comes in at 9.59 with an emergency, that we need to stay late to help.

Both of those senarios, we are more than happy to help.

It is about the customer that shows up at 9.58, just wants to look around, jaw jack, and seems to have absouletly no understanding, maybe you would like to go home. And they have an attitude to match. Which is you are their personal slave. And should you sholud be happy they graced you with their presence.

But a big part of running your own biz, is learning how to smile, listing to them and hopefully moving them out the door,so you can go home. And Making sure they leave HAPPY. But at times that is difficult. espically if you have had a long day. But it is what it is