With most families having two working parents, with people having more commitments, with people having less time, with people working longer hours …Why aren’t serviced based businesses open outside of business hours to accommodate for the working population?
What I’m talking about here is services-based businesses, who rely on people physically contacting them in all or certain instances should be open from 11am-7pm or 12 noon – 8pm to allow those who work 9-5 to be able to access them. Services such as Australia Post, banking and hairdressers could be considered among other services whereby such operations hours would be of public benefit. Such business model would be more profitable as staff would be paid to attend to clients rather than being paid to work during the quieter times of the day when their target audience are working.
Not only should these businesses alter their operating hours to accommodate their consumer, they need to increase their level of customer service. When service is what you offer, it is vital you make it a priority. I understand quality of service is rehashing an old issue however businesses need to realise the consumer doesn’t care as much about their brand as they think they do. Consumers are more likely to switch banks than ever before. We are not 100% loyal. The only things keeping someone with their bank can possibly be customer service, innovation or interest rates. I highly doubt it is the last one as the majority of consumers don’t watch these or change banks on this basis. Even Australia Post is facing competition with eBay partnering with Big W and Woolworths distribution networks.
It’s about time businesses changed to reflect changes in society and what society wants. The consumer drives the demand for products and services. We have seen a shift away from in store sales to online sales for products and its time services revolutionised to maintain demand. Unfortunately, if they continue the way they are going, they won’t keep going.