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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

That some small businesses are failing because they don’t adapt to the needs of their customers?

783 replies

Isawyou · 18/02/2023 23:02

I try to shop local. Fortunately I do have some great independent places nearby.

What I am finding frustrating is for example the fruit and veg shop closes at 4.30pm. They start packing up at 3.45pm and it is really difficult to buy things from there where they are stacking all the stands with the produce inside. They also look unhappy at customers coming to buy at packing up time. It is easier to go to the Tesco express that stays open until midnight.

Other shops do not open until 10am and close early. So I can’t get there before work or after work.

They complain their businesses are not doing well and people do not shop local but they are not exactly facilitating it for the customers either.

OP posts:
LemonSwan · 20/02/2023 15:48

Allthegoodnamesarechosen · 20/02/2023 09:26

Which bits of ‘Europe’? In France , shop workers are not able to work more than 35 hours a week by law, so many of the smaller shops are often closed. Plus the two hour lunch break….

Show quote history

Most of Europe have high streets buzzing after 5 on weekdays.

Maybe that’s the pay off. Close 2 hours in the day and then stay open until 7.

Guis · 20/02/2023 15:59

I tend to think too many businesses forget to consider what money they aren't making. They look only at what they are and forget the customers they are not getting through the door.

And one that is rubbish towards the customers it does have is taking them for granted.

PrincessConstance · 20/02/2023 17:10

C8H10N4O2 · 20/02/2023 13:30

So in fact you do give estimates which is not what you said upthread where you claimed customers wanting an indication of likely costs ("fishing for costs") were an unreasonable PITA.

And frankly your turnover could be many millions but I won't do business with you unless you can provide quotes and cost indicators which is exactly what my clients expect of me.

Show quote history

He doesn't give estimates or quotes over the phone. Which is what the original comment was inferring. People do have a budget and their business model is specific, aiming for a certain type of customer. Those fishing for costs and labor-only jobs are usually red flags. It's taking a risk, a potential liability. If you ask him about Victoria plumb his first answer is, 'Poor quality'. Plus he has no support.
The business is operated to maximize profit. If he controls the supply(Sale of goods) and the Labour he makes more money. It's as simple as that.
This is what the main thrust of the thread is about-'Why won't businesses do what I want'?
The answer is they either don't want to, it's not profitable or the customer is not a good fit. Be that Jack the Grocer, Fred the butcher, Bob the builder, or Sky corp.

Badbadbunny · 20/02/2023 17:26

@lieselotte

Ok they're going for lunch. But why don't they take a packed lunch and eat it while they serve people.

Do you expect them to wee in a bucket under the counter whilst serving people too??

Tessabelle74 · 20/02/2023 17:38

RuthW · 18/02/2023 23:33

GP surgeries are private business paid for their services to the nhs. We certainly can't afford the staff to open longer than 8am-6.30pm.

Show quote history

🤣🤣🤣🤣🤣 righty oh. A GP I know has 4 cars, a full time nanny despite all her kids being secondary school age and has a house that must be worth nearly a million quid, and she's just one partner in the practice. Can't afford to open more hours, that's hilarious 🤣

Yespresh · 20/02/2023 17:50

Pub in next village has just shut down. They had a bouncy castle and kids toys and showed the football on tv. The landlord went on social media accusing people of not supporting him but most people said they didnt want their drink/meal spoiled by kids on a bouncy castle (small garden area)

Whereas the pub in our village is thriving. There are no TVs and no child facilities.

playthegame · 20/02/2023 17:57

I called my GP Friday morning for an appointment for my son, they offered me a Saturday appointment!
I work in a GP surgery and we offer Saturday appointments as part of the extended access scheme. We also do appointments from 7am and after 6.30pm on certain days!
So maybe it’s just your GP surgery that doesn’t offer this?

playthegame · 20/02/2023 17:57

Cheeriochoc · 18/02/2023 23:12

It’s not just shops I feel like my GP practice is totally out of touch. Why do they close at the weekend? Surely people need to see a doctor 24/7 so why can’t they open on Saturday and Sundays too? Totally get there’s a shortage of doctors right now so wouldn’t want to make it worse but I’ve never understood why GP practices think they should open 9-5 Monday- Friday type hours!

My reply was meant to be a reply to this!

Florenz · 20/02/2023 18:09

GPs should be open far longer than they are. 6am-10pm or suchlike. Doctors need to wake up and smell the coffee. They take a Hippocratic Oath and they are breaking it by not opening more hours.

ZeldaWillTellYourFortune · 20/02/2023 18:13

GPs aren't small businesses; I think that is a separate discussion from this very interesting one about how independent retailers and service people could be more successful.

ElsieMc · 20/02/2023 18:20

I live near a small market town that prides itself on independent shops and vehemently opposes out of town supermarkets. The busiest shop is now Aldi because people can afford to shop there.

I call some of the touristy shops hobby shops. Lovely shops yes, but do not open until 10-1030. After I had done the school run at 9 am I would perhaps walk into town but the shops were closed and I asked myself did I want to shop there enough to wait 1.5hrs. No. One shop I used for gifts, the owner has a real attitude problem. She ignores you when you walk in, no hello, no nothing. If you are unwelcome in a shop, spend elsewhere.

Nearby town again has a lovely eaterie but has changed to an expensive limited menu, only open Wed-Sat again with late opening and only does Sunday lunch once a month. I have eaten there a few times, its lovely, but you cannot force your taste on your customers.

Successful business I travel to is the local butchers. 8 am opening, closes around 4, has good offers even though expensive. Owner says he makes a decent living as he has tried to move with the times by offering ready made stir frys, garlic chicken et which customers want and like and will deliver.

ForestofD · 20/02/2023 18:25

I live rurally, so I realise my experience may be different- but machines are changing the way I shop! I live many miles from the closest supermarket- however, I can get chilled milk/milkshakes from a machine in a shed on a farm (24 hours a day), raspberries/blueberries/eggs from a different farm (machine open 24 hours a day in the summer) and homemade ice cream from a freezer in a small outhouse with one of the touchless card readers from yet another farm.

I can also order local produce from a local co-operative- you can collect from 2-6pm on a Friday afternoon. Via this, I can buy local veg, meat, wool, apple juice, coffee, cheese and cakes. The veg is much cheaper than the supermarket. Meat is about the same. Coffee/Apple juice more expensive.

So yes, I agree with the OP, businesses who survive are the ones who think creatively.

Guis · 20/02/2023 18:28

ZeldaWillTellYourFortune · 20/02/2023 18:13

GPs aren't small businesses; I think that is a separate discussion from this very interesting one about how independent retailers and service people could be more successful.

They are businesses. They are paid via NHS and private work they may well do. But small businesses they are. Strange perhaps.

Badbadbunny · 20/02/2023 18:36

ZeldaWillTellYourFortune · 20/02/2023 18:13

GPs aren't small businesses; I think that is a separate discussion from this very interesting one about how independent retailers and service people could be more successful.

Upon the founding of the NHS, GPs insisted on being self employed/businesses.

Parker231 · 20/02/2023 18:41

Florenz · 20/02/2023 18:09

GPs should be open far longer than they are. 6am-10pm or suchlike. Doctors need to wake up and smell the coffee. They take a Hippocratic Oath and they are breaking it by not opening more hours.

Where are you going to find all these extra GP’s so that they can open longer? GP’s are leaving in every increasing large numbers.

ZeldaWillTellYourFortune · 20/02/2023 18:52

ForestofD · 20/02/2023 18:25

I live rurally, so I realise my experience may be different- but machines are changing the way I shop! I live many miles from the closest supermarket- however, I can get chilled milk/milkshakes from a machine in a shed on a farm (24 hours a day), raspberries/blueberries/eggs from a different farm (machine open 24 hours a day in the summer) and homemade ice cream from a freezer in a small outhouse with one of the touchless card readers from yet another farm.

I can also order local produce from a local co-operative- you can collect from 2-6pm on a Friday afternoon. Via this, I can buy local veg, meat, wool, apple juice, coffee, cheese and cakes. The veg is much cheaper than the supermarket. Meat is about the same. Coffee/Apple juice more expensive.

So yes, I agree with the OP, businesses who survive are the ones who think creatively.

That sounds fantastic, @ForestofD ! Some really creative approaches there.

ZeldaWillTellYourFortune · 20/02/2023 18:54

Guis · 20/02/2023 18:28

They are businesses. They are paid via NHS and private work they may well do. But small businesses they are. Strange perhaps.

Show quote history

OK, my point was that they are not the small type of retailers/merchants/service providers that the OP was referring to.

They are professional practices that operate under far different rubrics than the wool shop, the gift shop, the cafe and other high street businesses which I believe were the topic of the original post. Same with financial advisors, accounting firms, etc. that have longstanding, enrolled clients rather than being dependent on walk-in trade from passersby.

Cottagewitch · 20/02/2023 18:55

This is my opinion as the owner of a small shop. I literally can't afford the astronomical cost of electricity if I was to open longer hours. At the moment it's still cold and I need a heater on to be comfortable but I genuinely don't make enough money to have the heater and the lights on for more than about five hours a day. Many small businesses are on their knees. I couldn't possibly afford to pay anyone to man the place so I'm literally doing it all myself and therefore can't possibly be open both early and late. A lot may even be like me and have had to take on other jobs to supplement and are working round these as it's nigh on impossible to make a living as a small independent shop at the moment no matter how long you stay open. Most of the shop owners on my street are in exactly the same situation sadly.

ZeldaWillTellYourFortune · 20/02/2023 18:59

Cottagewitch · 20/02/2023 18:55

This is my opinion as the owner of a small shop. I literally can't afford the astronomical cost of electricity if I was to open longer hours. At the moment it's still cold and I need a heater on to be comfortable but I genuinely don't make enough money to have the heater and the lights on for more than about five hours a day. Many small businesses are on their knees. I couldn't possibly afford to pay anyone to man the place so I'm literally doing it all myself and therefore can't possibly be open both early and late. A lot may even be like me and have had to take on other jobs to supplement and are working round these as it's nigh on impossible to make a living as a small independent shop at the moment no matter how long you stay open. Most of the shop owners on my street are in exactly the same situation sadly.

That sounds difficult, Cottagewitch. What sort of shop is it, if you don't mind me asking.

Sadlifter · 20/02/2023 19:00

Cottagewitch · 20/02/2023 18:55

This is my opinion as the owner of a small shop. I literally can't afford the astronomical cost of electricity if I was to open longer hours. At the moment it's still cold and I need a heater on to be comfortable but I genuinely don't make enough money to have the heater and the lights on for more than about five hours a day. Many small businesses are on their knees. I couldn't possibly afford to pay anyone to man the place so I'm literally doing it all myself and therefore can't possibly be open both early and late. A lot may even be like me and have had to take on other jobs to supplement and are working round these as it's nigh on impossible to make a living as a small independent shop at the moment no matter how long you stay open. Most of the shop owners on my street are in exactly the same situation sadly.

Don't apologise. A lot of these posts are absolutely clueless. Keep on keeping on 👏👏

MadamLeota · 20/02/2023 19:03

ForestofD · 20/02/2023 18:25

I live rurally, so I realise my experience may be different- but machines are changing the way I shop! I live many miles from the closest supermarket- however, I can get chilled milk/milkshakes from a machine in a shed on a farm (24 hours a day), raspberries/blueberries/eggs from a different farm (machine open 24 hours a day in the summer) and homemade ice cream from a freezer in a small outhouse with one of the touchless card readers from yet another farm.

I can also order local produce from a local co-operative- you can collect from 2-6pm on a Friday afternoon. Via this, I can buy local veg, meat, wool, apple juice, coffee, cheese and cakes. The veg is much cheaper than the supermarket. Meat is about the same. Coffee/Apple juice more expensive.

So yes, I agree with the OP, businesses who survive are the ones who think creatively.

Edge of rural here and a lot of dairy farmers are doing this. It's great! Especially the milkshakes.

venus7 · 20/02/2023 19:07

Somanycats · 18/02/2023 23:12

I was in a café yesterday and saw a sign proudly announcing that they don't have WiFi as if it was a badge of honour. They also only take cash. This is a city centre cafe. Well sod them quite frankly. They can go out of business if they want to!

So many cafes do have wifi; it's good to have a choice, surely?

MistressoftheDarkSide · 20/02/2023 19:09

@Cottagewitch

I hear you and stand in solidarity with you.

I'm just home after my 7 hour no breaks day, and have had three customers. I'm 25% down on my daily target.

If you have a niche business do you find that on social media people are all over it like a rash saying how important it is to have such a thing locally, yet hardly anyone actually ventures through the door or reaches out to buy the things they coo over that you are willing to post and do online for?

There seems to be a weird cognitive dissonance between the virtual world and the real one in my neck of the woods...... 🙄

Cottagewitch · 20/02/2023 19:17

MistressoftheDarkSide · 20/02/2023 19:09

@Cottagewitch

I hear you and stand in solidarity with you.

I'm just home after my 7 hour no breaks day, and have had three customers. I'm 25% down on my daily target.

If you have a niche business do you find that on social media people are all over it like a rash saying how important it is to have such a thing locally, yet hardly anyone actually ventures through the door or reaches out to buy the things they coo over that you are willing to post and do online for?

There seems to be a weird cognitive dissonance between the virtual world and the real one in my neck of the woods...... 🙄

You're so right! I do have slightly different kind of shop from the usual. I get tones of local people saying how they're so pleased to have something different but they never physically come in. Or with me they peer in the windows and I hear them oohing and aging and saying how nice it is then they just walk by without stopping in. It's comforting that it's not just me though...I sat there all day on Saturday and two people came in. I had hoped the half term might have brought more visitors but sadly not. I did try staying open later here and there to catch people who work 9-5 but no one ever came in at that time either so it was just a big waste of time. I suspect it's the same for most little shops. If there was support and demand we'd open but there isn't. You ask online what people want and you do bend to what they say then need...and they don't come in...

MistressoftheDarkSide · 20/02/2023 19:20

@Cottagewitch

I think we may be the same person 🤣

Yes, precisely this....

I wish you well and may things improve for us all soon 🖤