How do your customers react to change...

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KeepFraming

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Was searching through archive threads on the board, and came across a topic in regard to hours or operation and why...
To extend this conversation, I am curious as to how your customers have or you think they would react if you were to
1. Extend your hours (while still keeping the existing ones)
2. Adjust the hours
3. Decrease the hours

I look forward to hearing your thoughts!!
 
Unfortunately a normal customer response would probably be as follows:

1) (Extended hours) "Still not enough hours, could you possibly be open for me at midnight?" or "I didn't know you changed your hours, I thought you were always open this long."

2) (Adjust the hours) "Why have you closed your store?" or "When did you go out of business?"

3) (Decrease hours) "When will your last day be?" or "Why did you close early? I needed to get my _____ and you were gone!"

No matter what you do to your hours, someone will interpret it as a sign that you are going out of business. Make sure that you advertise the hour change, and be prepared for the questions.
Good O'l Sue
 
We've only changed our hours once in 23 years, and I would advise you to do so carefully. Your customer's are looking for consistency......Don't make them dig out a slide rule, to figure out when you're open
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<UL TYPE=SQUARE>
<LI>If you plan to change hours, do so when the most important phone book is released in your area.
<LI>List your business hours in the Yellow pages AND the white pages!
<LI>If you're not open Evenings already, consider staying open until 5:30pm MINIMUM (6-7pm would be better) to catch folks on their way home from work.
<LI>Post your hours near the entrance. It seems obvious, but I've seen it missing many times.
<LI>If you change your hours for any reason: New Hours, Sickness/Emergency, Holidays, be sure to state this in your answering machine message. Saving people an unnecessary trip is polite and good business.
[/list]

John

------------------

The Frame Workshop of Appleton, Inc.
www.theframeworkshop.com
Appleton, Wisconsin
jerserwi@aol.com
--------------------
 
My hours have remained the same throughout the 16 years I have been in business. M-F 10-5:30, Sat 10-5. I tried opening Thurs. eves til 8:00 a couple of times. Wasn't worth doing. My stores are open hours we can live with. I am guaranteed Sundays off, and I take Tuesdays off. I am able to work early mornings uninterrupted, and I am home to make dinner after work and enjoy my evenings. If you have developed a solid customer base, they will come when you are open. I would discourage playing around with hours of operation too much. It confuses people.
 
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