I love the idea of small independent business and supporting it- but I don’t know that I’d agree with this statement as an absolute. I mean- I think it is more about dominance. What I mean is this- the bank, the credit card company, the auto insurer- they can get away with a lot of shit. They are often huge corporations and you may legally or essentially need their services and not just anyone can provide them.
They have some competition but their competitors are largely similar more or less. There are some smaller providers who often treat customers better- but the huge guys like a big lender or big insurer know that the little guys don’t have the capacity to take on a significant chunk of their customers even if all their customers wanted to leave them for a small provider. The small provider just doesn’t have the funds or people power etc. then there is the catch 22 that as small providers with excellent and focused service grow, they often have to sacrifice or end up….
.. sacrificing some or all of what set them apart from the big providers. They become the same thing often times. And to that point- a small business like you might find in a remote area often knows you don’t have an option or prop belt don’t have an option. It at least practical ones. It’s a bit like how they charge $6+ for a water or soda at theme parts and zoos, airports or games and concerts- you pay $6 or you go without what they offer.
They don’t have to care too much about what you think or feel. So the only mechanic in 100 miles can almost treat just about anyone however they want. People who live there aren’t likely to move and people passing through aren’t likely to be repeat customers- so it doesn’t change much.
Likewise- what are often the motivations to start one’s own business? Sometimes it’s a true desire to serve customers but more often it is a desire to be one’s own boss and get to decide how things are ran.
So I mean- it can go either way. I think how “monolithic” or “captive” or how much of a near or total monopoly over customers a business is- small or large the trend is gonna be that businesses that feel a need to retain customers such as those with more competition for customers are going to tend to be the businesses that offer the better service or more customer focused business models. Profit margins are another thing- where margins are tight, it is often the case that reducing prices or increasing what is given per dollar or things like massive advertising or major rebrands and remodels are less feasible or far riskier. Service or attitude can become the only remaining options where little or no money or critical efficiency are lost in increasing output to the customer. In that sense yes- small independent businesses and their owners/operators have more control over self and family etc. working than a large corporation does to force a minimum wage worker to try and seem “happy” and
“Jolly,” but that is more so that even if an independent owner/operator makes minimum wage or less, they’ll lose all their investments and their current work lifestyle and their often sole major income if they lose their business. So it’s more like they don’t have a choice if it has come to the point where the only area they might realistically be able to turn profit is on service and attitude. Slightly different from the phrasing that implies a sort of noble or inborn service work ethic and more like- compelled by the same desperation that might drive a person on the streets to hook for cash. At that point it’s less about how’s and why’s and more about just doing whatever might help keep one above water.
Now as I said and to reiterate- not all of this applies to all businesses if a given type. There are many wonderful people running small businesses and many people who out the utmost effort or care into their business as something to foster and protect or because their values and ethics demand it.
I’m just saying that on the whole- I think it’s less to do with the size of the business and more to do with a host of factors concerning what exactly they can and cannot manage without risking their living. If we over simplify there are two types of people and it doesn’t matter if they are their own boss or work at Walmart. There is the type that takes professionalism seriously and/or is about self accountability- they don’t care about the circumstantial stuff only wether they meet their own standards if what they know to be right or to be their best efforts; and the sort of person who sees everything as transactional and treats people with respect etc. when they feel they have to but if..
.. or when they do not have to, they will treat people however they feel like. In other words- the world has those who wouldn’t cheat at a game or test or steal a fortune even if they knew they’d never be caught or face consequences; and people who would. A thief who doesn’t steal if the risks aren’t worth it is a thief that has t had the opportunity to rob you yet. A person who shows respect because they are compelled is not a person that respects others, remove the reason they feel a need to treat you right and they will. This is why so many people are said to “change” with money or power. They usually were always that person, they just didn’t have the feeling of freedom or power or impunity to be that person openly and without calculated maneuvers.
They have some competition but their competitors are largely similar more or less. There are some smaller providers who often treat customers better- but the huge guys like a big lender or big insurer know that the little guys don’t have the capacity to take on a significant chunk of their customers even if all their customers wanted to leave them for a small provider. The small provider just doesn’t have the funds or people power etc. then there is the catch 22 that as small providers with excellent and focused service grow, they often have to sacrifice or end up….
They don’t have to care too much about what you think or feel. So the only mechanic in 100 miles can almost treat just about anyone however they want. People who live there aren’t likely to move and people passing through aren’t likely to be repeat customers- so it doesn’t change much.
Likewise- what are often the motivations to start one’s own business? Sometimes it’s a true desire to serve customers but more often it is a desire to be one’s own boss and get to decide how things are ran.
I’m just saying that on the whole- I think it’s less to do with the size of the business and more to do with a host of factors concerning what exactly they can and cannot manage without risking their living. If we over simplify there are two types of people and it doesn’t matter if they are their own boss or work at Walmart. There is the type that takes professionalism seriously and/or is about self accountability- they don’t care about the circumstantial stuff only wether they meet their own standards if what they know to be right or to be their best efforts; and the sort of person who sees everything as transactional and treats people with respect etc. when they feel they have to but if..