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Before the Parade Passes By: A Tale of Unfriendly Business Hours

I'll never get why some new, small startups in Ferndale think they can survive on Ghost Town hours.  Have you ever looked into how many restaurants, bake shops, coffee houses and boutiques roll up their section of sidewalk before you've even had a chance to run home from work, eat dinner and get your shopping shoes on?


It's a lot.

I gave a cautionary -- if not boorish -- lecture to the good people at Strawberry Moon Bakery & Pizzaria, but it was apparently too late by the time they'd started staying open past 5 p.m. (when people actually ... you know ... buy pizzas.)  I don't know whether it was their hours that did them in or not.  But it felt like it to me.

There's a courting period when new customers are introduced to you for the first time as a new business.  You only get one or two chances with that potential customer.  The first time they notice you they decide on the spot whether you even have anything they'd ever want.  The second time is when they actually take time out of their schedule to go to your business with money in their wallet.  If you're closed when they get there, you have to hope they're the kind of person who gives you the third chance.  That's the one who reads the hours on the door, and if your hours aren't utterly useless to them they may come back once more.  Tick them off the third time, and you lose them and frankly you deserve to fail.  Because you're not even willing to adapt to life as your best customer sees it.  They are the people who are going to give you your brand.  And they are also the people who are going to glance at their watches and walk away insuring you shutter your windows and close up shop before you can even make four payments on the loan you took out to start your business.

It's just bad business to close at 6 p.m. in a town when the parade of people doesn't even show up until 7 p.m or later!  I honestly think some new business owners developed their sense of what good hours would be for them while they were unemployed, sitting in Java Hutt (open to 11 p.m daily, midnight weekends,) in the middle of the day wondering what they'll do next.  They make a few friends at 2 in the afternoon and develop this odd belief that 2 in the afternoon is when there are people downtown.  I have news for you.  Those people are unemployed too.  The rest of us, the ones with the debit cards, are at work.  And we want terribly for you to be open when we get there.

Another business I gave my What-Are-You-Thinking preach to was Pinwheel Bakery.  I popped in, half winded from rushing from the car to the sandwich cooler before they could lock the door on me.

"No more Turkey Havarti" I asked.  Really, one of the best sandwiches I've ever tasted.  The roll is flash toasted to a delicate crunch and the turkey is juicy.  I think they must put the lettuce on after they toast it because I've never had a piece of flat, wilted lettuce pop out of a Pinwheel sandwich ever.

"Oh, no we stop making those an hour before closing time!"

It was 5:30 in the afternoon!  I'm not even supposed to be home from work yet I snuck out early just to get one of these damned sandwiches.  She was practically wagging her finger at me ... for wanting to buy one.

You don't need to imagine too much to get a sense of what that does to a potential customer when they haven't yet cultivated a bond of dedication and brand loyalty.  Sure the sandwiches are awesome.  Too bad you don't make them when I need them!

Recently, after getting a cut at Reid, I zipped over to Rust Belt thinking I would FINALLY get my first bag of Henrietta Haus fresh roasted coffee.  That logo face had been smiling at me for weeks now; it was time for me to notice them for the second time.  But they were nowhere to be seen.  Saturday in the middle of the day, the suns out.  It's a gorgeous October afternoon and they're not interested in the customer base they've been courting for a month?  Oh well.  Off to Chazzano.

"Open weekdays 'til 6; Friday 'til 4; CLOSED SATURDAY!!!"

Really?  Friday 'til 4 p.m.?  What, are you keeping your Fridays open for pub-crawling? 

Actually, those are the hours on the website.  If you actually go there, the sign on the door now says: "Saturdays Evenings Seasonal"

I mean what in gods' name does that even mean?!  When is coffee out of season?!?!  This isn't brain surgery but just incase you never heard this before let me be the first to break it to you.  In a new business you lose your ass in the first year, guaranteed!

The businesses that make it, the ones that stick around long enough to become the AJ's Music Cafes and the Howe's Bayous and the Como's of our city are the ones who bust it trying to convince people you're going to be there, be consistent, be quality, and be available.  Take a nice vacation in year No. 3 when you're sure you've locked us in.  But if you have these cute little boutique hours in your first five months it says "I can take your business or leave it."

And incase you didn't catch my comment up top...you deserve to fail.

Ferndale needs success stories.  People who fight, who work, who struggle to succeed and become a place we can't live without.  I guess there's room for hobbyists who don't really care whether they sell a shoe or not.  But just know from me personally, from this money splurging gay man with a shopping addiction ... I ain't interested in passively watching you work through your latest harebrained business idea from inside my car window as I pass by because the doors are locked.  You're taking up valuable real estate that could be filled with entrepreneurs and business people who are interested working for it.  Wise up.  And open up.  Before the parade passes you by completely.

 

vanessa

11:26 am on Friday, October 14, 2011

Chazzano's is closed early on Fridays and Saturdays because they are an Orthodox Jewish business. Their logo is wearing a kippah, for goodness sakes, and the first thing on their website is a mention of their Kosher certification by the Council of Orthodox Rabbis. I understand your point, but if you are going to be snarky enough to say "it's not brain surgery" when people do not adhere to the way you so clearly feel they should, you should probably take some time to do some research as to *why* people make the choices they do, instead of assuming they are just idiots in need of your counsel. Otherwise, you might come off as sounding like an ignorant grump in need of some religious education.

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Mark Blackwell

11:36 am on Friday, October 14, 2011

lol You actually think the average consumer stands there and tries to consider all of the reasons why someone might personally not think it's a good idea to be open today? That's kind of naive.

Note that nowhere have I used the epithet, "idiot." That came from you.

As far as "religious counseling," that's an offensive thing to say not just to me but to anyone, and frankly arrogant. However lets presume a business closes on a particular day for religious reasons. Anyone with an ounce of patience and vision 2 feet beyond their own existence would know that most people don't have a degree in World Religions. So a simple note next to the hours with something like, "Closed right in the middle of the thick of the business day for religious reasons" would not be unreasonable.

Todd Abrams

11:45 am on Friday, October 14, 2011

You are assuming these businesses that don’t cater to your hours are only focused on the retail side.

Jonathon of Strawberry Moon was hoping to build his business mainly through commercial accounts. The pizza, sandwiches and extended hours came later when that aspect wasn’t doing so well. It’s true that he eventually failed but not necessarily because he didn’t focus all his energies on the retail end.

Ann St. Peter openly admitted that she couldn’t keep up with the retail side of Pinwheel. Hence the solution to build out the front end as a coffee shop that others could manage it. She is still baking and in fact made the best wedding cake I ever tasted only a few weeks ago.

These are bakeries and they need to get their products out early in the day. They’ve already put in a full day of work while you’re still eating lunch.

And Chazzano is a coffee roaster. Their product is all over Metro Detroit. Again, it doesn’t seem like they’re focusing on the retail side of the business. Because you can’t grab your coffee any time that you feel like it doesn’t mean that they “deserve to fail”.

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Mark Blackwell

11:51 am on Friday, October 14, 2011

Again, I don't know whether his hours had anything to do with Strawberry's failure or not. Perhaps not. It absolutely was an issue for him, he agreed as much.

No one wants Pinwheel to succeed more than I do. I think I made that clear in my sandwich endorsement.

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Lucas Zdenek

2:33 am on Saturday, October 15, 2011

Any time I've ever gone into Pinwheel, there have been other patrons buying...and we used to go in a lot! Ann is awesome and her vegan baked goods are excellent. I can't wait until they reopen!

Laura Leidlein

11:47 am on Friday, October 14, 2011

I would like to add Hambo's Coney Island to that list. It's a block from my house and there's so many nights where we don't want to cook but just want something simple like Coney Island but they're only open to like what, 3pm??? Seriously?? And a 24 hour Coney would KILL in this area. I dunno about you but when I'm drunk and leaving the bar at 2am I love to fill up on Coney!

And OM Cafe was open ONLY FRIDAYS?? I know they're changing it now, but I think it's still kinda weird isn't it? I don't understand what some people are thinking.

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Lucas Zdenek

2:27 am on Saturday, October 15, 2011

I can agree with you on Hambo, while I don't patronize the establishment, I have friends who have been disappointed by their hours.

If you read the article that Patch wrote on Om Cafe, you will see that the woman who was running the place couldn't keep up with all the hours and so she left it open Fridays and by appointment. Now her son is taking over and they will be open more during the week and for a few hours on Saturday.

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Jim McLuckie

1:12 am on Sunday, October 16, 2011

I didn't even know that Hambo was ever in business. In the 5 years I've been living in Ferndale, I've only seen it open once. Once. Not an exaggeration. A Coney Island that's never open? Brilliant.

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Mark Blackwell

8:13 am on Sunday, October 16, 2011

Jo tried evening hours but after Victor's heart attack it was too much. And this proves my point exactly that once you GET IN the joint, you realize what you are missing. Hambo is the quintessential small town spoon. This is the place where the locals go for breakfast, visitors don't even notice it, so it ends up being city officials and local residents rubbing the sleep out of their eyes on a Saturday and having an egg while they catch up on the local gossip.

If it's any consolation, I gave Josephine this same speech.

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Thomas Gagne

11:15 pm on Tuesday, October 25, 2011

Hambo tried later hours for a few months, I think, last year (or was it the year before?). Our family ate there a couple of times. Food was great. Service was great. Joshua quickly took a liking to their chili-cheese-fries and took a few buddies there on a weekend.

Unfortunately, when we were in there during their "extended" hours, there weren't that many people there. Perhaps after years of closing early people just get used to the idea you're never open when they're interested in eating.

Heck, we'd been in Ferndale 11 years (at least) before we were ever able to eat there. Now that they've returned to their old hours we may not be able to eat there again.

rolfsy

3:28 pm on Friday, October 14, 2011

Hope Pinwheel/Stumptown keep up the awesome window projects. Even closed Pinwheel was value-added to Ferndale.

Special mention has to go out to Le Soup, the most open-looking closed place for 3 years running. It's like the owner went out for a pack of cigarettes and was never seen again.

Hambo's did try to stay open late for a while a few years ago but I guess it didn't work out. Really wish it had - not many unfussy eating options after dark (except fast food chains).

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Mark Blackwell

3:52 pm on Friday, October 14, 2011

I completely forgot about Le Soup!! (Which only serves to prove my point further.)

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Laura Leidlein

3:55 pm on Friday, October 14, 2011

What IS the story of Le Soup? I always thought they were closed down I have never seen them open

detroit darkroom

4:45 pm on Friday, October 14, 2011

Businesses with store fronts, but not really focused on the retail side of the business...oh ...maybe thats why in all the time they were there I never was able to peruse their business. Sad. I stopped going to Anitas after the third time walking in at night, lights on, door open, people inside, standing at counter to get a carryout and finally being told they were closed; or it was a private party; etc ; on 3 occasions about 9:15- 9:30 pm. I had previously been a customer. So I don"t mind just driving out of the way to my favorite Pita Cafe in Oak Park- open later of course. Pedestrian, and dining hours are later.

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Lucas Zdenek

2:30 am on Saturday, October 15, 2011

This happens to us occasionally at Inn Season in RO. We still go because the food is awesome, but we always check online for the hours before we go. I like Anitas but the service isn't always the best, the wait can be long and the price is a bit steep compared to other places in the area.

Ardy

5:54 pm on Friday, October 14, 2011

"I would like to add Hambo's Coney Island to that list. It's a block from my house and there's so many nights where we don't want to cook but just want something simple like Coney Island but they're only open to like what, 3pm??? Seriously?? And a 24 hour Coney would KILL in this area. I dunno about you but when I'm drunk and leaving the bar at 2am I love to fill up on Coney!"

I don't understand why they don't stay open late on those days that there is something going on at Magic Bag. I seem to recall that was the case many years ago. Many a coney island make a killing catering to the drunkards after a bar closes; heck just take a look at National Coney Island in Royal Oak.

As to Strawberry; we considered them many times but the prices were just too darn high. I don't mind spending a little extra but the product has got to be at the "knock out" level. Otherwise, I can make it myself cheaper.

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Terry Parris Jr.

7:28 pm on Friday, October 14, 2011

Ardy: I don't know... those sandwiches were pretty darn tasty.

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Ardy

8:21 pm on Friday, October 14, 2011

"Ardy: I don't know... those sandwiches were pretty darn tasty."

That may be; obviously that was not enough to keep them afloat. The "Cupcakers" that are there now are running the same risk. It's neat and all but I dunno. Neat is cool but overpriced neat ain't gonna last a long time. Today's culture is now rooted in value and volume. There is a ton of neat stuff in this town but it's not going to last very long if the mark up cannot get the product outta the dora.

My model is volume with a slight markup to cover costs with a side of profit, baby. Get it in, get it out. An item on the shelf ain't making me money if it's still on the shelf. Facilitate a little user experience and BAM!

Dare you go!

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Terry Parris Jr.

10:49 pm on Friday, October 14, 2011

What every one else thought, I don't know... but what I'm saying is those sandwiches were pretty darn tasty.

Bob

7:16 pm on Friday, October 14, 2011

Bob
7:15pm on Friday, October 14, 2011
Who cares what the business's personal reasons for not being open. This is a community of people that generally have to go to work. They are not going to be filming the Housewives of Ferndale. The businesses should cater to the community and this community gets home from work after 6pm. Ardy hit it on the nail we need a 24 hour sit down spot Coney or a Diner. One can only eat so much late nigh Como's.

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Kristy Stoll

7:44 pm on Friday, October 14, 2011

My comments disappeared...trying again. Agree on the 24 hour place. And agree about Pinwheel, which we love. My husband picks up coffee for us every Saturday and Sunday morning and has done so since they opened. When pinwheel opened we were disappointed to not be able to get baked goods there on Sunday mornings. Bur we still go other times (partial to the Ferndale Cuban myself). Modern Natural Baby is another one with odd hours, especially for working parents.

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Lucas Zdenek

2:43 am on Saturday, October 15, 2011

Modern Natural Baby is open until 6 during the week. She is also open 10-5 on Saturday for people who do the 9-5. I think one of the great things she did this summer was staying open during the DIY/Funky Art Fest as well as Pride and Cruise. Some businesses, including my own, close during some of these events because of the problems with parking. Emily moved into that 9 mile shop this spring and is now able to offer everything needed for cloth diapering as well as some natural toys. We used to have to drive all the way to Ann Arbor for this stuff. I don't care if she changes her hours to only be open Sunday morning, I'll still find a way to get in there!

Ardy

8:33 pm on Friday, October 14, 2011

Good point, Kristy. Market research is vital. Let's look at a really good business that has out the door patronage: New York Bagel.

These cats have got their act together. They know their customers, have relevant business hours and a good product. In addition, they give you a form of "NYC" vendor experience (NEXT!). Their end-product is even overpriced but people don't mind because there is a "mix and mingle" and a "to been seen here" experience.

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Lucas Zdenek

2:37 am on Saturday, October 15, 2011

I feel that NY's prices are pretty decent. Compare with a Big Apple Franchise and you get a better product for a similar price from NY. We don't go very often, but they never disappoint.

Marcia Alther

7:02 am on Saturday, October 15, 2011

I'm with you Mark! I've seen some otherwise fine businesses go under, due in large part to the inconvenenient and strange hours they kept. The "Starving Artist" restaurant comes to mind. It is massively frustrating to be psyched up and ready to enjoy a treat or meal at one of your favorite establishments, only to find they are closed at some asinine time. This makes no sense. I was always taught that the "customer is king". But sometimes, it seems that the customers are expected to adjust and accomodate the business owners and what is convenient and comfortable for them, instead. This is bad business policy. And yes, I agree with Mark that businesses who put their customers 2nd or 3rd, deserve to fail. Sorry.

By the way, I love Chazzano coffee and the staff is always very friendly and competent when I have been there. However, those irregular hours have been a real thorn in my side from the very beginning. I rarely make the trip there now, for that very reason.

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Gerry

8:49 am on Saturday, October 15, 2011

I am surprised no one has mentioned the French Gourmet. Seems like it has been a store front for years. I hear the owner only opens for select few and only when they feel like cooking.

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Thomas Gagne

11:21 pm on Tuesday, October 25, 2011

From what I understand, The French Gourmet is by-reservation. If you want to eat there you have to let them know ahead of time. However, if I remember my conversation with Marv and Lina correctly, if they're open and you walk in you can order a meal.

Tif and I stopped in once just to talk with them and had an opportunity to read their menu and taste a few of their wines. Exquisite. And the menu didn't seem that expensive.

I think they have regular Sunday morning hours--but would have to check.

Marcia Alther

9:12 am on Saturday, October 15, 2011

Yes, I have wondered about the French Gourmet also.

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detroit darkroom

10:58 am on Saturday, October 15, 2011

Used to sometimes go to Apple Fritter as well when they could be found open..... no longer do.....

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Chris Best

6:29 pm on Saturday, October 15, 2011

I am co-owner of the Rust Belt Market and I apologize for your disappointment. We are open from 11am till 7pm Every Saturday and Sunday. I feel your frustration. I never understood main street business hours. I have been frustrated on many occasion same as you. Ann at Pinwheel is a friend of mine and I know how hard she works so it pains me to see you blast her business like that. She simply cannot afford to start her day so early with a full staff and stay open till 7pm. I wish she could too, but it just doesn't make sense for her bottom line. Our hours are the way they are because most of our vendors have day jobs and the ones that don't busy themselves during the week creating or collecting all of the unique items you will find at TRBM. We are open for holiday friday evening shopping from 6pm-10pm starting Nov 18th and 12noon-10pm on black Friday. I hope you come support local artisans during the holidays!!

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Mark Blackwell

8:11 pm on Saturday, October 15, 2011

It's interesting to me that because I complain that I want a business to be open so that I can buy their product ... I am "blasting" them.

An aside, I finally persisted and got my first pound of Henrietta Haus today, Chris! Some of the best coffee I've ever drawn.

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Todd Abrams

8:42 am on Monday, October 17, 2011

It’s interesting to me that you would write a blog post naming specific businesses, use phrases like “deserve to fail” and “harebrained business idea”, and then wonder why people think you’re bashing those businesses. Can you not see how some might interpret your words to be more like bullying and less like constructive criticism?

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Mark Blackwell

10:51 am on Monday, October 17, 2011

"bullying". lol Come on Todd, you can do better than that.

Ardy

7:44 pm on Saturday, October 15, 2011

We're coming there tomorrow, Mr. Best. We had already planned on it before your post. I think the type of hours you've settled on now are good for now. Just like any business; if there is traffic to justify additional an owner will capitalize on that. The Russell Industrial folks went through some of the same things you're going through.

Hang in there (you and Ann).

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Mark Blackwell

11:48 am on Monday, October 17, 2011

No argument there. Admittedly a bag of wind with opinion coming out my backside.

No question.

Merry Beth Tacy

5:51 pm on Wednesday, October 19, 2011

My husband and I SO wanted to try the pizza at Strawberry Moon Bakery but we both work either until 5 p.m.or usually later so we never got the chance.

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Mark Blackwell

6:59 pm on Wednesday, October 19, 2011

I was so pissed when they closed. The poor guy worked really hard. He schlepped the pizzas on delivery himself! The breads were awesome. And I got in big trouble when he did the danishes if I came in just as he was putting them out. More than once I forked over $40 bucks and just said, "gimme the lot."

I never got to know his name. But I hope he resurfaces in some other venue because he's obviously a talented baker. He just needed help, and he needed to be open when the drunks stumbled out of Rosies.

Nic Steele

9:08 pm on Wednesday, October 19, 2011

I haven't lived in Ferndale long, but I hate it when everything is closed at what would normally be a reasonable hour. I'm not a huge fan of places that only serve breakfast and so they close early. I would totally eat breakfast for dinner.
Mark, you are quite a stick in the mud. ;) I do commend you for naming names. What you are saying about the businesses isn't great, but it's an opportunity for them to change. In a month or two, maybe we'll see an article on Ferndale Patch about businesses staying open later.
In the meantime, some new people gotta get into this town and take advantage of the opportunities that these owners are missing out on. There is money to be spent!!

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Mark Blackwell

6:23 am on Thursday, October 20, 2011

Every name I wrote is one I give my business to even to this day if they're still with us. I am their dedicated customer and want them to suceed.

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Carey Gustafson

1:59 pm on Tuesday, October 25, 2011

I enjoyed this retail review and mostly because it's not "anonymous". Well said, well done! A Coney Island being closed a stones throw from a music venue (and other bars that either don't have food or do and close the kitchen at midnight) should most def have a midnight shift! Especially in the fall/winter.
Hambo's is also missing out on the family dining aspect. Get some coloring placemats and cheap crayons (and maybe a good scrub down/decluttering) and we'd be there enjoying breakfast specials and coffee with our little one all the time! The Ferndale Grill is down the road a bit and way too jammed most visits.
How about Chris and Tiffany Best steal Hambo's and reopen as a Family Coney and live music venue by night! :)

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Ardy

8:58 pm on Friday, October 28, 2011

Ferndale Grill is just drop dead gorgeous. I don't think you can get better value for a dollar spent. I love Hambo's as well. Actually, there isn't a food joint in this Great City that sucks -- food wise.

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