Comments on: What Do Small Businesses Want?

By: Uma Sumeros

Uma Sumeros — Mon, 12 Jul 2010 02:48:34 +0000

Thanks, Chaitanya for asking a question that I have been thinking about for a while.

After reading all of the comments here, my question is how do small businesses find their vendors? When you need a vendor for a specific service, what do you do? Do you simple go to a search engine and type in “marketing consultant?” Do you asks associates for referrals? I would really like everyone’s feedback on this.

If having vendors who care about providing excellent service is the main focus, the first thing is finding the vendor and then second as Martin said, small businesses need a way to verify the vendor can deliver on their promises. What’s the best way to do this?

By: Ronnia Cherry

Ronnia Cherry — Fri, 04 Jun 2010 05:28:30 +0000

This article and the comments that support it are definitely amongst the most insightful I’ve come across in a while.

I have taken notes on everything, especially the wants and needs of the small business owner in order to shape my services for the future.

Thanks, Chaitanya!

By: Karen Braid

Karen Braid — Fri, 25 Sep 2009 22:13:11 +0000

I have read the above with relish. I will be starting my own small business shortly and welcome the thoughts and experiences of established small business owners on sites such as these. One thing that stands out is the lack of real service standards that some of you have encountered – I see it often and frankly it is a pet hate of mine. It seems whilst suppliers are trying to “gain your business” they are as nice as pie and offer you the world – very different story in many cases once they have your business. The after care and service standards just do not exist. I have been “lucky” in that I have worked in the corporate and small business worlds so can tweek my services to fit either entity. Customer Service and after care are two of the most important factors for me – if my clients are happy, they tell other potential clients and so it goes on, creating a win-win situation for all. So thankyou guys, whilst in research/business planning mode, all of this information is of great use to me to ensure I meet my client’s expectations and provide a real service that sets me apart from other suppliers offering similar services to me. Bottom line is…treat other business owners as you would want to be treated yourself.

By: Kathryn

Kathryn — Tue, 20 Jan 2009 04:13:51 +0000

All of the aforementioned statements have been very enlightening! I have had similar experiences and I also work within a small to medium sized family owned business.

I must agree with Jane Genovese who said she wanted service providers who:
a) genuinely care about me and my business
b) see possibilities/opportunities that I don’t see
c) are efficient and effective.

This is what I look for when approaching a business that is to provide me with a service. This is also one of the reasons I work for The Hendrie Group. Everything that I expect from another business is what we endeavor to provide in the service that we offer. It is one thing to have expectations of a business and another to be able to provide that experience for your clients.

By: Nate

Nate — Wed, 31 Dec 2008 07:42:38 +0000

Luz Spielberg wrote:
-> Good luck on your endeavor, Nate. But I’m a little curious, what made you think an advertising business would be a good start up business especially in these times?

Luz,

Well, this is a part-time, freelance sort of a business. I have a regular job and I intend to do this as I have time. There really is no significant risk for me, as I have to invest very little additional money to get started (basically licensing the business). I have summers off (teacher) so I’d like the business to be up and running by summer.

Since I’ve got nothing to lose, I figured why not start at the first of the year? Also, my goals are very limited. I want to earn back my start up costs (minimal), and earn enough money to buy some better equipment (an HD video camera). I can do that bit by bit, one job at a time. If I meet those goals I’ll reevaluate and decide how to proceed. I may just close up shop and make videos for personal reasons once I meet my goals.

Nate
http://www.pilothousefilms.com/

By: Ash

Ash — Fri, 19 Dec 2008 04:23:55 +0000

I use or rather used to use a virtual office company called Meridian Business Centers in Houston. Recently I decided to cancel my service due to economic constraints and the need to retrench my business and as I knew I was close to the end of my 1 year contract with them. Up until then I had a very positive experience with them and in the email I sent requesting the cancellation I told them as much.

Imagine my surprise when I found out that not only had my 1 year contract expired but they had auto renewed it for another year without ever informing me. They had never notified me that I was approaching the end of my 1 year term and never gave me the opportunity to make a choice whether to continue on with them or not.

Now in order to get out of the contract I have to pay the remaining 10 months of the second year. They refuse to let me out of the contract any other way. Now to be clear its not the auto renew option I have issue with, though that is bad enough. And yes it was in the contract that auto renewal would occur, but I had asked and been told over the phone that I would be informed when the first year was coming to an end. But to renew someones service still should require they be informed. I was never told that my first year was expiring nor that the second year was starting.

Yes I should have kept better track, as inexcusable as it is that I did not I had been very busy over the previous 6 months traveling for business. Regardless isn’t it better to let your customer make a choice. I mean in today’s market who really wants to take a customer by force?

Needless to say I won’t be giving them any more business, and if there is one takeaway lesson I will apply to my own business. Always keep my customers informed, always provide them with the power of choice. If my service is good enough they will stay with me and if they are unable to for whatever reason they will eventually come back to me. I will always make more in the long run by treating my customers with respect than by tricking them and forcing them to be customers.

Every smart business owner knows its what you make over the lifetime of the client that matters. Any one transaction is unimportant in comparison.

By: Michael Roth

Michael Roth — Thu, 18 Dec 2008 17:39:07 +0000

When I started my small business – which caters to other small businesses I asked myself and others whether or not I thought my product was a good fit. I got good feedback, so viola – an alternative to airline travel was born! Hopefully I can provide some of the service that everyone has been asking for.

For my own business, I really wish there were some easy to find guides for everyday operations. I takes a lot of searching to find the appropriate information for my type of business in my location. It wold also be good if there was some good way to market products meant for SOHO’s directly to them.

By: Ivana Taylor

Ivana Taylor — Thu, 18 Dec 2008 13:50:00 +0000

Chaitanya – you’ve just proven the the most interesting and insightful learning comes from asking SIMPLE questions. I’m astounded that one of the more popular answers has been “vendors to partner with.” That just proves how successful our community is. I’m surprised that the most common answer hasn’t been “MORE CUSTOMERS.” Actually, I’d say (in addition to what everyone has said) I would want more of my favorite customers. Customers who are profitable, easy to work with, who value what I have to give.

By: Luz Spielberg

Luz Spielberg — Thu, 18 Dec 2008 08:08:13 +0000

I’m starting a small business this January to create commercials that can be shown on a company’s existing website. I think a professional-looking commercial makes a small business look bigger and better.

–> Good luck on your endeavor, Nate. But I’m a little curious, what made you think an advertising business would be a good start up business especially in these times?

By: Martin Lindeskog

Martin Lindeskog — Thu, 18 Dec 2008 06:12:20 +0000

As a small business part-owner and entrepreneur creating new ideas, I have seen the need for some kind of security system and background check routine when you are approached by so-called consultants that want to develop your business. I have been fooled by their promises, paid for their alleged services without seeing any result. I have meet several “experts” who have promised this and that and then ended up not delivering nada. I know several other small business owners who have had the same experience. This issue has got me thinking and I hope I could create a beta “security network” together with some other businesses in order to get stronger and build up a defense for future scam “artists” out there. We will set up a blacklist for internal use for the members and warn other serious small business companies, but the main thing is to focus on the positive and create a synergy effect between us in the this new social business network.

Nate: Your Pilothouse films with commercial videos for small businesses looks interesting. I will contact you regarding an idea.