When consumers are looking for a product or service, they will likely have a variety of businesses to choose from. Large companies, small ones, and some middle-sized as well. According to a recent survey, when it comes to choosing who they are going to buy from, 91% of respondents indicated that they prefer small businesses when convenient, while 74% actively search for opportunities to support small and medium businesses even when it is not convenient. Why is that? Many like to support smaller businesses, hoping that it will also support their community. But there are some other distinct advantages that small businesses have over larger ones:
When there are fewer people in a business to train, consult with, etc., companies are able to move faster. The COVID-19 pandemic is the ultimate example. Larger companies were still scratching their heads as to how they should work to accommodate their customers. Where small businesses, like many restaurants, were able to quickly adjust to take-out only options. They streamlined menus, utilized social media to send out details, hung banners announcing safe pick-up, and maneuvered their teams to safely make food and deliver it to customers.
When there’s no chain of command that needs to be involved with changes, actually making those changes for clients becomes so much faster and easier. A lack of hierarchy means that the person you’re talking to likely has the authority to make a decision, and can make it quickly. If a client needs a different service model, there’s no “checking with the manager.” Instead, the change can be made quickly and easily to accommodate the client’s needs.
Is there anything as frustrating as calling a company, knowing who you need to talk to, only to get placed on hold or sent straight to voicemail? Of course everyone can’t be available every moment of the day, but there is certainly something to be said for having a direct connection to the company you do business with. Knowing that your phone call or your email will be answered and by whom makes a big difference to customers.
In addition, having a consistent relationship with clients means that you’re likely to have a slightly more personal interaction. When a business knows their customer’s children’s names, their spouse, or important events happening in their lives, their customers feel appreciated and comfortable – two aspects of a business transaction that can only be done with genuine customer service.
So often in a small business, the owner wasn’t trained to be in their position; they created that position, that business. This level of innovation is so appealing to customers because they know that when they have a problem, this company is going to know how to help them solve the issue.
We’re Small, Too
We know so much of this to be true because we’re a small business, too. We certainly enjoy working with our large-scale company clients, but our small business clients and our nonprofit clients are extra special to us.
Thinking about making some changes to your website? Or do you need some advice about where to start, or what changes you should consider for your website? Need a little help keeping up with your website information? We’re here to help – reach out and let us know what we can do for you and your business.