I'm not a small business consultant, but we do like to support local businesses. With internet shopping easier and often less expensive, how local businesses deal with customers becomes even more important. One can win a battle but lose the war. Implicitly or directly accusing a customer of lying (twice) and in front of other customers none the less, is a bad look. Probably shouldn't have even come to that if a business thinks long range. The net cost of a return is usually not worth the rippling effect of winning that fight. There's the saying "the customer is always right". An anecdote- there's a dog groomer on 83rd street. We used them for grooming and boarding for 15 years, and recommended them to countless people. Who each might have reccomend others. We once brought our then elderly dog for a grooming and a new groomer shaved up his legs, leaving bloody cuts that required a vet visit (time, money, worry, traumatized dog). The owner tried to groundlessly blame US and instead of simply offering to pay the vet bill lost a loyal customer. Instead of recommending her business we now warn against it. I'm guessing holding on to that few hundred dollars cost her well in to a five digit loss of business. Hardly worth it, IMO. We alone would have made that up in just a few months. It wasn't even about the money for us, just principal. And it was her fault. Not that this even matters. There was a book store on Columbus in the space that now holds the Strand. Every time I went there to avoid Amazon it felt as if the workers were doing me a favor and I had to somehow disturb them from their deep inner-world thoughts to get help. I was confounded by the lack of welcome. Their business failed, and not because of COVID. There's a toy store on Amsterdam where one walks in and gets cold stares from the team, not an eager welcome with offers of help. It's all they have to offer, as all they sell is available at the click of button for much less. They posted signs admonishing locals to shop locally when great service would have done way more. And there are local businesses that thrive - walk in to Zingone's, as one alternative example among many. Or the bustling wine bar across the street. Always a smile and always offers to help.
Many of us will pay a premium and occasional inconvenience to support local businesses. But the businesses have to earn this continued support with amazing customer service. If not, at best they don't earn as much as they could, and at worst they fail. Is it worth holding on to one small sale and enduring the rippling results of a shamed customer not returning and instead of spreading free, glowing word of mouth promotions instead warns people to avoid the business? While I can't tell others what to do, sometimes it's better to lose a little battle to win the bigger war. And the good faith that comes with losing the little battles pays off - the more people who have only good vibes about a business, the less that "customer always right" approach impacts the bottom line because the business only grows with that approach. And the better our neighborhood is for it. read more
