Big Box Won’t Kill Small Biz, Bad Service Will

​Any small business owner is keenly aware of the pressures and ‘economies of scale’ a big box business can cause. Price, selection, financing, free delivery/shipping… Their volume of business allows for advantages in these areas. Yet, there has always been a trait where small business seemed to out-perform their big box competitors – Customer Service.

Small biz allows for a more personal approach. You know the names of your best customers, offer special “perks” to others, and even let some pay you later, without an extensive credit or background check. Yes, you’re a business, but your customers are treated more like family than faceless transactions.
 
I shop at small businesses. I do so to support the cause, but small business offers other perks as well. Unique, hard to find, one-of-a-kind, fresh & homemade, local, organic, and artisan are just a few of those perks. Admittedly, on occasion I will pay a higher price for said items/perks, but the uniqueness of the item(s), along with the personal service, makes it seem worth it.
 
Recently I visited a local small business, and experienced what can only be describes as horrible service. No acknowledgement upon entering, looks of annoyance when asked questions, poorly marked pricing, a very uninspired promotion, and zero personality from the “shopkeeper.” If this had been my first time in the establishment, I would not have returned. Only positive prior experiences provide this business another chance.
 
What is the reason to visit a smaller business with fewer offerings, higher prices and crummy service? People are OK with crummy service when their selection is huge and prices are low – It’s the trade-off they make. If small business stops delivering on the ONE thing they can, and should, out-perform their big box competitors on, then THAT will be real reason small business dies. Big Box is the available alternative, but it will be the lack of doing what makes small business “Small Business” that will kill it.