Competition in the business world can be fierce, and owners of “mom and pop” shops often find themselves struggling to fight back against the advances of resource-rich “big box” stores and companies. However, one typical factor that sometimes slides in the favor of small businesses is their commitment to customer service.
A piece in the MetroWest Daily News of Massachusetts highlights this fact. According to the report, despite competition from major retailers with big pockets, a number of local businesses are thriving because they are able to offer personalized one-to-one service that their larger counterparts cannot – or will not handle.
“We strive to treat every customer like family,” Jeff Underwood, owner of an independent hardware store chain in Framingham and Hudson, told the news source. “It’s a personal rapport. It brings them back.”
The differentiator and advantage for many small businesses is that, ultimately, they can afford to pay attention to the needs of every customer. Larger corporations can certainly make this a priority as well, but small companies should not sacrifice this quality since it plays such a crucial role in why consumers patronize their business.
That is why call center answering services are important assets for companies that wish to offer phone support. Whether they are a brick-and-mortar retailer or an online business, companies would be well-served by providing a way for customers to talk to a real person to receive help or ask questions.
An answering service can also bridge the customer support gap during a small business’s off-hours. As a result, no matter what time of the day, customers who call the company can rest assured that their issue has been heard and will be addressed promptly.