Small Business Online Success Story
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A few months ago I expressed the opinion that small, local businesses do need a web site (Help Me Find My Mechanic). I lamented the fact that I could not find my local mechanic’s phone number on line because they don’t have a web site. I did end up getting my car fixed there, but it still bugged me the shop doesn’t have a web site. Still, they provide excellent service so I will continue to give them my business.
Last week I needed my oil changed. Now, I don’t normally go to my mechanic because they do charge a bit more than I can pay elsewhere for this relatively simple service. My regular, locally owned oil change place sold out to a corporate competitor and quit stocking the brand of oil I prefer to use. A friend recommended the place where he gets his done, so I looked them up on the web.
This is a one-location small business managed by the lady who owns it. The shop does quick oil changes, car washes and detailing. I googled them and found their web site. It’s simple, somewhat how I describe a local web site could be in the article I refer to above. I clicked the email link, and asked if the oil I prefer to use was in stock in a message. To my surprise, I received a response within a couple of hours letting me know that they do stock my brand of oil and there is a slight up charge for it. So far so good.
When I went to the shop a few days later, I mentioned our email exchange to the owner. She remembered and noted that I was the first person to actually send an email to her asking about the shop. I explained to her that I work in web marketing and that she “passed the test” because she responded so quickly to my question. She was surprised when I mentioned many small businesses don’t answer their email in a timely fashion – or at all. “Doesn’t everyone answer email from their customers right away?” she asked. She was quite taken aback that many businesses don’t.
“That’s just good customer service,” she said.
And she’s right.
This lady may not yet know the difference between socmed and Club Med, but she knows how to serve her customers. Isn’t that what it’s really all about?
photo credit: Robert S. Donovan
