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Dec 27, 2015

This Confession comes from "Waiting Till Last Minute"

I work in the retail industry at a high-end furniture store. We specialize in custom furniture from top manufacturers. We have been in business for many years and have many repeat customers.

My question is about customer service. Our hours of operation are normal, from 10 a.m. to 6 p.m. But we often have customers who arrive at 5:45 p.m. or later to see sales associates and order their furniture. Because our furniture is custom, the process can take up to an hour. Some associates have stayed as late as 8 p.m. to work with a customer who walks in without an appointment.

When is it appropriate to let the customer know we are closing and they should come back at another time for their consultation? We try to work with everyone, but in my opinion, it's rude to assume we are obligated to stay and cater to them when it is our time to go home to our families.

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