7 Strategies for Dealing with Customers at Closing Time

Do unto others as you would have them do unto you.

I am sure you’ve heard of this line before. This philosophy was engraved in my brain as a child and it’s why I am so passionate about customer service today. Actually, I am not passionate about customer service. I’m passionate about people. What makes another person excited is what drives me.

There’s a problem with having this drive…you find pot holes in customer service all over the road. It’s not an exaggeration to say that most customer service stinks. When you find customer service that doesn’t stink, it’s vital to examine it and share it with any professional who needs to offer smooth service.

There’s a popular breakfast place in Pleasanton, California that serves up great food, but unfortunately not service. A while ago I dropped in 15 minutes before closing time and was turned away. Why would any restaurant set a closing time and then turn down service before that time?

Never, ever say “we’re closed”! If your door is open, be ready to provide something. That 15 minutes of time saved to mop your floors and close your registers will cost you a sale and most likely a satisfied customer who will share their “stinky” story with another customer. I haven’t eaten at that breakfast place since that experience. The food is good, but there’s plenty of good food elsewhere.

Who did it a better way? A server in a restaurant at The Westin Stonebriar Resort north of Dallas seated my husband and me just 5 minutes before breakfast was scheduled to end. We were seated promptly and although we were politely informed that the buffet was off limits, we were still able to order the breakfast items we wanted, and never once were we made to feel rushed or bad for “cramping their style.” We new we were pushing it by waltzing in around the end of breakfast time, but we were served well and we left feeling content and happy.

When a customer knows that an exception has been made for her, she feels psychologically indebted to that brand, and will more times than not:

• Buy more
• Come back again
• Recommend the brand
• Choose them over competitors

To avoid the “we’re closed” syndrome at your next closing time, here are 7 strategies to execute:

1. Don’t begin closing procedures until your door is officially closed.
2. Don’t ignore any customer knocking at your door within ballpark of your closing time. Find out what he wants or needs and give whatever you can.
3. Answer your phone after you’re closed if you are still in the building. It will impress the customer to know you tried to assist her after closing time.
4. Offer something (e.g., something to drink, a brochure, information, 10 minutes of private shopping time), anything!
5. Never say, “We’re closed.” Your customer doesn’t care; she only cares about what she came to get or do.
6. De-stress your face. Smile. Don’t look rushed.
7. Apologize and offer sympathy.

I can’t guarantee that your customers at closing time will be completely satisfied after you implement these strategies, but I can guarantee that they will walk away knowing that you cared and at least tried.