Great Customer Service in a Small Business

Call us at 713-234-6346 for more information about improving your business customer service.  IX Brand SEO Services delivers business Internet marketing services to clients in Houston and around the Nation from our office in Sugar Land, TX.

Great Customer Service in a Niche Small Business

One of the things that’s often so special about a local small business is the great customer service you get. You’re dealing with the owners of the business, and they make it clear that they stand behind their products and services. That same feeling is often lost in businesses that sell over the Web. Customer service is a call center, and you certainly never have the feeling that you’re dealing with the business managers (let alone the owners).

I recently dealt with a small business that’s managed to retain that level of owner involvement, even over the Web. I was bucked off my horse a few months ago and while recovering, I saw an ad in Western Horseman magazine for nightlatch straps from Platte Valley Saddle Shop in Kearney, Nebraska. A nightlatch is a strap that fits around the pommel of the saddle to provide a handhold in case of emergencies — like the emergency that I faced when my horse started to buck. This Platte Valley Saddle Shop product looked like a high-quality item, so I visited their website and ordered one. This is a small-town saddle shop that’s been building saddles since 1942, but the business also had a functional and attractive website with pictures and descriptive information about their products. It was easy to order the nightlatches (I got two) and following the order, I started getting regular emails from the owners, Lyle and Linda Henderson, about the status of my order including the shipping information. My package arrived quickly and I was very impressed by the quality of the items I received.

So if you own a small business and you take pride in your customer service, you should look for ways to carry that “caring about the customer” feeling over to your Web operation. Platte Valley Saddle Shop has done that very successfully, and if I’m ever in Kearney, Nebraska, I’m going to stop by and visit the Hendersons.

If you’d like to talk about your business processes and online reputation, please give me a call at 713-234-6346 or send me an email using the Contact form.