Service Desert is big small business opportunity.

Have you ever noticed these little or big signs in businesses and offices reading something like:

Our staff has the right to work in an abuse free environment.

Have you ever noticed that in those establishments the customer service is especially bad and rude? The way bigger business or civil servants deal with customers is to provide an often appalling customer service and when you complain, you are told you are being abusive. This has happened to me with “the worlds favorite airline”, when talking to utility companies and other organisations during the years.

While it is often the customer who gets abused, the abusers just claim to be the abused and avoid the real issues this way. Often management of these organisations hide behind layers of employees who can not solve the problems, which are often systemic in those businesses. Another sign of bad customer service are over loaded call centers, continuos broken promises and no call backs.

This is probably the biggest advantage a small business could have, provide a first class customer service and charge for it. It is true that we live in times when price is king, but I believe the tide is slowly turning towards organisations who offer a good and friendly service. Differentiating yourself with your customer service is one of the best ways to build a good business.

If you are looking for business ideas and get annoyed about customer service issues in your daily live thing about how you could do this better and you probably found a way to earn a good living. — ST.

7 Responses to “ Service Desert is big small business opportunity. ”

1. Emily Coltman
   
   Said on March 12th, 2008 at 9:20 am

   That’s a very fair point – but I think it works the other way too.

   On www.positivesharing.com yesterday there was an excellent post about why “the customer is always right” is wrong.

   Customers who are rude and abusive to staff without justification should not be kept on as customers, in my view.

   M

2. Stefan Töpfer
   
   Said on March 12th, 2008 at 11:32 am

   Hi Emily,

   If it really is without justification, I agree. But in my experience, it rarely is. Services are bad in instances due to lack of resources, training and management issues.

   You speak with people who can not make any decision, while the people who should make the decision are not to be found.

   In small business this is different, often you can speak to the person who runs the business, understands the business and is passionate about the business – this results often in a much better customer experience.

   I think any small business focusing on customer service and care has an edge over these grey, impersonal businesses.

   Stefan

3. Emily Coltman
   
   Said on March 13th, 2008 at 10:32 am

   Hi Stefan,

   You’re right – for example you go into somewhere like a big supermarket, ask a question and are met with glazed looks and “dunno” from checkout staff. That’s if they’re not ignoring you and gossiping with their neighbour.

   This is why I make a point of going to see the manager and passing on thanks if I ever do get good customer service in a supermarket – I’m hoping it might spur them into providing more good service…

   But in small, owner-run shops, friendly, informative customer service is the rule rather than the exception – because, as you say, the main difference is that business owner genuinely cares about his/her business and customers.

   M

4. Stefan Töpfer
   
   Said on March 13th, 2008 at 10:46 am

   Emily,

   My new motto:

   You want service go to a small business to get it!

   Cheers, Stefan

5. Emily Coltman
   
   Said on March 13th, 2008 at 5:04 pm

   Stefan,

   You mean not like Apple?

   M

6. Stefan Töpfer
   
   Said on March 13th, 2008 at 5:53 pm

   Emily, don’t get me started – problem is I love their products.

   Stefan

7. Shell Smith
   
   Said on June 3rd, 2008 at 10:27 pm

   Stefan,

   I totally agree with your comment to Emily, “You want service go to a small business to get it!” Although I agree, it also frustrates me. Because small companies tend to thrive on this, then as they continue to grow – the customer service starts to slide. Why is that? I recently came across an interesting survey about customer service. It was very informative for me. I think all companies big and small need to step back and make sure their customer service department knows what they are doing (and why!).

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