Comments on: Does Size Really Matter? http://www.onvectorconsulting.com/does-size-really-matter-2/ Line of Sight to Performance Excellence Sat, 04 Jan 2014 18:28:58 +0000 hourly 1 http://wordpress.org/?v=4.2.18 By: miriamgomberg http://www.onvectorconsulting.com/does-size-really-matter-2/#comment-99 Fri, 15 Apr 2011 18:17:43 +0000 http://epmedge.com/?p=1033#comment-99 Bob, I am glad to see that I am not the only one who enjoys watching different examples of customer service. I thought I was weird that way but it looks there a bunch of us weirdos out there. It is funny because I can be shopping away from home and people naturally gravitate to me for shopping advice (even when I am in jeans, flip/flops and have a camera around my neck).

Looking forward to reading more of your posts. Miriam

]]> By: Bob Champagne http://www.onvectorconsulting.com/does-size-really-matter-2/#comment-98 Wed, 13 Apr 2011 17:42:21 +0000 http://epmedge.com/?p=1033#comment-98 Great point Jim. “Skin in the game” is a always great motivator! Thanks for reading and passing along!!-b

]]> By: Jim Watson http://www.onvectorconsulting.com/does-size-really-matter-2/#comment-97 Wed, 13 Apr 2011 16:58:39 +0000 http://epmedge.com/?p=1033#comment-97 Bob, I’m glad I’m not the only guy out there that likes to observe customer / service provider interactions, when I’m enjoying some down time. Call me a Customer Experience Geek, but there’s too much interesting stuff happening out there, to ignore.

I like your reasoning as you connect size to service.

I’d like to offer another factor that I believe results in more “better” service coming from smaller companies. Let’s call this factor “PROXIMITY TO THE SHAREHOLDERS.”

In small companies – really small companies like a neighborhood hardware store that competes with Lowe’s or Home Depot….

The person that helps you to find the right size carriage bolts may be the son of the owner – or the owner himself. The woman working the cash register may be the spouse or child of the owner. The point is this: The front-line employees that deliver the service are so close to the financial beneficiary of customer loyalty, as to be closely trained and observed by those who are emotionally and financially connected to the success of the enterprise.

In a large corporation (Home Depot), the person that wears the orange apron is many times removed from the emotional and financial interests in the success of the enterprise.

In the small company (the Neighborhood hardware store), the person that interacts directly with the customer also interacts directly with the owners/shareholders on a regular basis.

This proximity to the shareholder has a big impact on the overall service performance.

Thanks again for the interesting topic, Bob.

Jim Watson
http://bit.ly/etR894

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