Small Business – Big Standards
I’ve always been a passionate supporter of small businesses.
After all, I own and run one!
Independent shops, tradespeople, family businesses and local entrepreneurs give our communities their character. But more than that, they bring passion, expertise and a personal service that many large national companies struggle to offer.
So, whenever I need a product or service, my first instinct is to look locally. But increasingly, I’ve found myself becoming frustrated – by some of them, I should add. This is by no means a blanket comment.
Why?
Their silence is deafening.
Picture this. A business catches your eye. They offer exactly what you’re looking for. Their website looks professional, they have a contact form ready to use, a phone number displayed and an active social media presence showing the fantastic work they do.
So you get in touch.
And then… nothing.
You receive an automated reply saying someone will be in touch but you never hear from them. The phone rings and rings. A voicemail message is left, but nobody returns the call. A private message through Facebook or Instagram goes unanswered.
In one case, I found a business online, picked up the phone and called the number listed on their website, only to hear: “You have dialled an incorrect number. Please try again.” I had dialled the number exactly as it was displayed.
Another time, I turned up at a shop because the opening hours were clearly listed on both the website and social media, only to find the doors were closed. No sign, just shut. Twice.
Eventually, I looked elsewhere.
And that’s the frustrating part! Because I genuinely wanted to support them but, without communication, that opportunity disappears.
Since moving house, this has happened repeatedly. From contacting tradespeople to sourcing products and services for our new home, there have been several occasions where the deciding factor wasn’t price or quality, but simply the ability to get a response.
But it’s also only fair to highlight those businesses that get it right.
One local company that has genuinely impressed me is Dundee Blinds.
From my very first phone call, the customer service was exceptional. They arranged a home visit promptly, turned up exactly when they said they would, brought plenty of samples and took the time to talk through the challenges of our large, awkward windows rather than rushing us into a decision. Their quote arrived quickly, the ordering process was straightforward and communication remained excellent throughout.
When it came to fitting day, they were, once again, right on time. The fitters were friendly, professional and a pleasure to have in the house. They talked us through what turned out to be the surprisingly technical science behind how different blinds hang and made sure we were completely happy before they left.
In fact, the experience was so good that we ended up ordering more. Their advice on fabrics for other rooms gave us the confidence to complete the rest of the house, and we’ve now placed our final order.
That’s what great customer service does. It builds trust, generates repeat business and encourages you to recommend.
Don’t get me wrong, I completely understand that running a small business is incredibly demanding, with many owners doing everything themselves. But the good news is that small businesses don’t have to do it all alone.
There’s support out there to help businesses improve how they connect with customers. Organisations like Business Gateway provide free advice, guidance and resources to help businesses make the most of digital tools and strengthen their communication with customers. And local networks can make a real difference too, like Dundee and Angus Chamber of Commerce, giving businesses opportunities to raise their profile, share company news, advertise vacancies, build connections and become more visible. They can also signpost members to people who can help manage enquiries, customer communications and digital presence.
So yes, small businesses are absolutely the lifeblood of our communities, and I still believe we should support them whenever we can.
But customer service really does matter. If we can’t reach you, we’ll move on. And if you make the experience as good as Dundee Blinds did for us, you won’t just win the job – you’ll win the next one too.
ENDS