As a micro-business owner, I’ve been thinking about the trends likely to shape the way I operate. According to the Small Business Administration, some of the key trends for 2025 include e-commerce, online marketing, AI, cybersecurity, and customer service. In many of these areas, large businesses have the advantage. However, customer service is one space where small businesses can truly stand out.
Large companies often rely on phone trees, focus heavily on upselling, outsource services, and prioritize cost-cutting over customer experience. Because decisions are frequently driven by dollars and cents, the bigger picture can become skewed. This opens an opportunity for small businesses to carve out a niche where larger companies can't find a workable-customizable experience.
Small businesses can offer personalized, customer-focused interactions that are difficult for larger companies to replicate. Whether operating from a shop in downtown (i.e. Escanaba or San Diego as examples) or serving a broader market online, they can maintain a hometown feel while expanding their reach.
Customers want to feel appreciated. A friendly smile, light conversation, helpful service, and a willingness to handle returns create positive experiences that customers remember. Keep in mind that positive memories create repeat customers. Treating them as part of a network of friends and associates often makes a small business more valuable than a larger competitor.
That doesn’t mean large companies never succeed at customer service, but small businesses have the advantage of seeing people as people—not just as entries on a spreadsheet. They watch them come in to the store, answer questions, sometimes even deliver the products themselves. This human, social side of business plays a major role in building loyalty and encouraging repeat customers. Meanwhile, small business owners can still adopt new technologies, blending innovation with a personal touch.
(For example, I had been looking for a long time for someone who could print a few T-shirts and other logo clothing articles on demand. I eventually found a small operation while sitting with some friends. She told me that if I dropped off the clothing, She would print it. I’m not making any money from this—I give most of the shirts to charity and donate some at charity dinners and events—but it’s still something I’d like to try locally before sending the work to a larger establishment that takes a much bigger percentage. I might consider sending a tshirt with a purchased item randomly i.e. $10)
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