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!).

Stefan

You mean not like Apple?

M

My new motto:

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

Cheers, 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

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

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