Budget 2015: Being 'open all hours' is no guarantee of success
Institute of Customer Service
Following the Chancellor's announcement that elected mayors and councils can relax the rules on Sunday trading hours in England and Wales, Jo Causon, The Institute of Customer Service says:
"Longer opening hours may be welcomed by consumers whose lifestyle means they demand greater choice and convenience to shop, but being ‘open all hours' will not necessarily guarantee that customers get the shopping experience they want.
"Britain is already renowned for a long-hours culture and by encouraging more time ‘on the clock' we could create a nation of disgruntled employees who feel compelled to put the hours in.
"The fact is that great customer service is not just about opening the doors earlier, for longer. It's also vital to create an environment that frontline staff want to be part of, so they are engaged enough to provide the sort of quality service that encourages customers to return again and again. Only when there is a clear link between employee and customer needs will we have a chance of boosting the economy and closing the productivity gap."
