So, even with the bad aspects of Amazon, I still use them for one simple reason: there are small businesses who have storefronts that are being helped through Amazon’s network (I’ve unfortunately given up on my local brick-and-mortar stores for a variety of reasons). Case in point: I was looking for a technical book and found out that some smaller bookstores carried the same book at comparable prices to Amazon. Sure, there were some independent stores that had outrageous prices and I can’t imagine how they stay in business. In my opinion, they’re creating their own Catch-22 crisis that will never allow them to get out of the hole they’re probably in. But I did find one vendor who had a great customer rating and the product that I needed, so I choose him instead of Amazon (which I do whenever I can).
What concerned me was that when Amazon completed their part of the order expeditiously, they decided to note that the independent vendor hadn’t responded to their immediate request for a turnaround time. Now, for one thing, there’s no way that independent stores can respond in the same manner as a global conglomerate, and yet in the business world this behavior is expected of anyone large or small. That’s unreasonable. There’s not a small business out there that can afford to have someone on staff and a computer system that processes orders 24/7. Was I upset that I didn’t get a quick response from the independent. NO, because I realize the choice that I make when I go with a smaller company. Sometimes, emergencies crop up and no one can always be available to support every customer’s whim. Or perhaps, he has more humane store hours than what Big Business expects – and that’s totally reasonable.
If a small company chooses to compete on the same level as Big Business, well, I don’t think that they’ll last long. Because most likely they’ll hit insanity way before they see any profits. Use your strengths to offer services that differentiate yourself from everyone else. If someone tells you that you need to always be available, then respond that you’re not a robot. Frankly, we consumers have been babied for way too long in expecting that we’ll get everything we want gift-wrapped with a smile on the giver’s face. Reality check: NOT going to happen, and the customer is not our god. You get what you give. If you give good service, products, or whatever is your line, then you will eventually get that same amount back in return.
I don’t believe, like a lot of our politicians and business people, that everyone is out to take you for everything you have. They only say that because those are the people they are around everyday, and they’re not the majority in society (thank god). People will surprise you everyday, and do the unexpected – in many cases, unexpected good. This is the part of society’s nature that we all need to capture and nurture. Because when good is appreciated more, then eventually it outweighs all of the bad that we’re swimming against. If we all did this, then our laws wouldn’t become so excessive that no one can even breath much less live. Something has got to change with how we operate before we self destruct.
Remember, business people, your way isn’t everyone’s way. And this message is especially aimed for Big Business and their unacceptable behaviors that demolish the good in humanity. We all need to be more realistic about how business should operate, because it’s supposed to be a tool for societal prosperity. You can have a great report card for customer service, but if you’re not treating your network right, then you don’t deserve the good marks yourself. It’s a long road, and short term pictures mean little if you don’t plan to act the same each and every day.
