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Customer service: where small is truly mighty
A multinational corporation can produce beautiful things, have a massive marketing budget, win international advertising awards—and put a serious dent in its brand by failing to pay attention to its customers.

This is where the tiniest business can run circles around the big guys.

You make the policies; you are the CEO. You can answer the questions. You can fix things when they don’t go exactly right.

You can also learn from the dent-the-brand mistakes many small businesses make.

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Money—it’s a complicated, emotional subject. It’s so easy to get your self-worth tied up in it, so easy to get intimidated, particularly when you ask people to give you their money in exchange for your work.

Sit with that for a minute. You ask people to give you their money in exchange for your work. Does that make you uneasy?

It shouldn’t. It’s how our economic system works, for the most part—money in exchange for a service, or something you can hold in your hands.

When an employer rents your time, you show up, do the work, go home, and repeat the process as often as necessary (or, depending on your disposition, as long as you can stand it). There might be complaints. There’s not enough money for the amount of work, responsibility, or stress that goes with the job. There’s no hesitation about wanting more.

When you sell what you create, there might be some frayed nerves when it comes to asking for money, at least until you get used to it.

So what’s the difference?