One thing that differentiates a large corporation from a small business is the level of small business customer service. It’s easier for a mom and pop small business to make judgement calls when it comes to breaking the rules. The larger the company, the more levels of bureaucracy you have to deal with, and the harder it is to get a real person to listen to you. Of course you have to have rules that your company abides by, but sometimes making a good judgement call can net you even more business down the road, and bring in very loyal and devoted customers for life.
An example happened this past weekend. I was staying at a rustic resort in the middle of nowhere. It was great. No cell phone coverage, no Internet coverage, no TV, and no radio. The nearest grocery store was about 40 miles away. Some people might freak out about that, but for a stressed out and overworked small business owner I thought it was heaven!
So, here’s what happened. They have a main building with about 20 rooms, and separate from the building it’s surrounded by small and large cabins. I was staying in one of the small cabins, which had a refrigerator and microwave. I was suppose to move into the main building for a couple of nights, but what I didn’t know is that the new room didn’t have a [Read more...]