Forums: Discussions for entrepreneurs and small business.

Although I am new to the official entreprenuer game, I have been in sales and have had my own small businesses since I was 12. ( Selling candy on the bus, Mowing yards Yeah I was that kid ). 

I have found that nothing beats good old fashioned footwork.  Getting out and hitting the bricks, building relationships, straight answers, and good customer service.  Although I think technology is the medium for doing business are we losing these time tested methods of Old School Business, and how can we keep things personal within a technology based business world that seperates us from our customers?

Is it necessary to maintain personal relationship in business like we used to or is it a thing of the past?

Please anyone chime in with their thoughts on anything relevant to Old vs. New business thinking

I have actually found myself slipping into "let the network (computers) do it automatically." Then I realize, that`s the problem with today`s big business. It`s so automated that you have to "dial #" in order to get a person on the phone... If you`re lucky enough to even get the option.

Because I realize connection and personalization is what we all crave, I try not to automate everything. I think that`s the issue I can beat the big guys on. You know, Wal-Mart wasn`t so powerful when it began. They struggled just as we do, but they empowered the people with low cost and choice.

Now it`s time for the little guys to interest people with hands on relationships. At least that`s what I hope is in the future.


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Vincent Wilcox (a.k.a. KRAKR)
Drummer
My band: Letters Make Words

Nowadays, web sites are a must of course. I think having a site that is a little less business-y and more personal really makes a difference. I have my photo in my "about us" page, as well as my kids` photos (I don`t tell their names of anything personal about them). I talk at length about how I got started and I just type as if I`m talking to them in person. Also, I think blogs are a great way of making your business seem even more friendly. It allows your customer to connect with you - almost as if you`re a friend. And every now and then they`ll hopefully think of you and wonder "I wonder how so-and-so is doing?" and they`ll go back to your site or blog. I have so many customers who have become online friends. I feel like they are all pulling for me! If I had been all business on my site, they would just see me as another business. So, I guess what I`m saying is that in all of this technology, there are still ways to really connect with your customer.

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Chris

The Dippy Chick Company, Inc.

I completely agree.  I think websites are essential, and making them user friendly and good looking is just as important, but even with all of that it`s missing something.  Personally I prefer working with companies that have personal pictures and their stories on their website. 

I get to know them and I want them to be succesful. 

You have to make technology personal.  Trusting the people behind the scenes is often the deciding factor many times when deciding between two comparable companies, services, or products.  You have to make a personal connection even if you are selling a non personal product.

As a die hard techno-geek, I think there is room for the automated hands-off instance service model. 

If you have any issues, questions or problems though you really want to get personal and cut through the clutter... and if real live help isn`t there you get frustrated very quickly.

Well, maybe I shouldn`t admit it, but that`s how I interact with online services.

I agree that trust is a very important deciding factor, but how you portray or perceive that trust depends on the marketplace you are in.  In the b2b market, I don`t want to see someone`s kids on their website. Like everything else, it`s a balance between the two.  I love automated phone systems, being able to quickly access a website to research a company, and emailing my clients their proofs and communicating with many clients in a much shorter amount of time than over the phone.  But, I do realize the disconnect on the personal side and I do believe it effects return business.  Being a somewhat intro person anyway, I have to force myself to make those personal contacts, it truly is importnat. 

I see a surge or shift back to good customer service and I think that`s a good sign.

My two cents anyway.

Scott

I agree that the degree to which you make your service personal is contextual.  I think that there has to be a balance and lines drawn.  Where do you guys think those lines are and how do we make our business personal without going too far?  If we go to far people can then begin to not take us seriously just was they may lose trust by not being personal enough.