The StartUp Blog at PartnerUp

Some friends and I went out to a nice dinner for a friend’s birthday the other day. Our server pleasantly introduced herself and made charming small talk. We received our drinks promptly. The appetizers were delicious. Everything went smoothly until one of my friends spotted a centipede attempting to wiggle its way off her plate of Chicken Marsala.

When the manager came over, he calmly explained how easy it is for this kind of thing to happen and that it shouldn’t reflect poorly on the restaurant. He even went on to say, “Bugs are everywhere; what can we do?” Then he offered to comp my friend’s meal and went on his merry way. Unbelievable!

No one ate a single bite of food after that. We begrudgingly paid the remainder of our bill and left as soon as possible. Needless to say, I will never go back there. But my refusal to return to the restaurant, willingness to bash it whenever possible, and all around infuriation has less to do with the centipede and everything to do with the abominable customer service. Not only should the manager have been completely appalled by the obvious public health issue, he should have shown his concern over the issue, and also done a whole lot more for us than just offer to pay for the defective meal.

So, what does this have to do with small business customer service?

One of the advantages that small businesses have over larger companies is that they are closer to their customers. They see them more often, work with them more directly and have the ability to develop relationships with them. But too often small business owners focus their efforts on new and inventive strategies to build their businesses, making good customer service an afterthought.

Customers are the reason small businesses are able to do what they do. So treat them right! Owners, managers, workers and anyone associated with the business should be willing to bend over backwards to please their customers. I’m sure you’ve heard all of this before, but it’s the little things that make all the difference. Just like a good experience goes a long way, so does a bad one — in the wrong direction!

Have you had a bad customer service experience lately? Post a comment to tell us about it and what the company could/should have done differently.