Avoid This Fatal Small Business Mistake
Small Business Saturday (Nov. 28) is around the corner. It’s a time for celebrating the benefits of having small businesses in the local community and rallying to support them. American Express’s “Shop Local” mantra is the call to support local small businesses on Small Business Saturday.
Yes, small business owners, this day is for you!
But that doesn’t mean you don’t have to try.
Being a local small business doesn’t mean people are obligated to support you. You have to do your part, and you need to make customers feel appreciated.
Examples Of Doing Small Business The Wrong Way
I recently had two encounters with local small businesses that failed to recognize that. I won’t call them out by name, but I will share my experience with each.
- My husband and I were recently at a business event where a business owner of an entertainment venue complained about the community not coming out to attend performances. His tone and his attitude made me feel like he was pointing the finger at us, even though we regularly support his business. While he may not have meant it personally, that’s how I took it. In his frustration and discontent with the local community’s support, he lumped us—long-time customers—into the bunch. I left feeling like he doesn’t appreciate our business. And now I really don’t have much interest in going back any time soon.
- Second example is the interaction I recently had with the insurance agent and company that provided my family’s homeowners insurance. As we were working with a pitbull rescue to adopt a furry family member, I contacted our agent to see if our policy had any restrictions on the breeds of dogs we could have to maintain our policy. She responded by emailing a clause from the insurance company that indicates pit bulls couldn’t be covered. I asked her for additional information regarding our options…then radio silence. After several days of no response from her, we switched both our homeowners and auto insurance policies to State Farm—who, by the way, has stellar local customer service.
The Lesson For Small Business Owners
Being local doesn’t mean you can take your customers for granted. It doesn’t mean local people must shop at your store or select you to provide their services simply because you’re a local company.
You have to earn their business, and you have to appreciate them.