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Small companies: the new big

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Why is “small” big? Small companies can better win the trust and confidence of recession-weary customers.

No matter what the size of your company, here’s how you can imitate what small companies do well:

Be available.
Customers of small companies don’t become trapped in nightmarish automated-phone systems. Make it easy for people to reach you or your manager, and then quickly and personally handle their requests.

Keep your promises.
People used to have confidence in big companies, simply because they had big names. Now people are more likely to have confidence in a person they know, someone who makes a promise and keeps it.

Make people trust you and your company by giving your word and following through.

— Adapted from “Why Small Companies Will Win in This Economy,” Peter Bregman, Harvard Business blog.

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