“Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you’re marketing your firm to new customers, you better be able to provide them service when they do business with you.”
Effective customer service is the key to a successful business — especially if you are a smaller business.
But as a smaller business, you have the capacity and opportunity to provide much better service!
This is especially true on the internet. Typically, a consumer or buyer cannot tell if you are a small or large entity by your website (or at least they shouldn’t be able to tell).
And I agree with Arthur Levitt: Make sure your customer service keeps pace with your growth. If you don’t, you will just be another larger company that does not care about its customers!
I would like to share one final quote from Arthur Levitt: