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Entrepreneur, June, 2003

Spreading the Word

I read your column on customer service (or lack thereof) at E! ("Editor's Note," March), and I couldn't agree with you more. I actually teach a workshop on customer service and will use your column as Exhibit A on what happens when one of your customers is dissatisfied. Well-done!

BRIAN HILLIARD

Motivational Speaker

Agito Consulting

Atlanta

"Badly Done" was well-done ("Editor's Note," March). My wife and I were just discussing this issue yesterday few businesses seem to "get it." And, of course, the businesses with poor customer service are the first to whine that "the economy is slow; business is down." They never analyze their businesses to see if they could be giving better customer service and overcome the economic cycles. Even in the Great Depression, some businesses prospered.

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It seems to me that, as we see consolidation in every industry, the bigger the company, the worse the service. Wells Fargo is a classic example--it went from great customer service to none. We quit and went to a smaller bank where I have the vice president's direct phone number. Wonder why I am happier? That's why I like doing business with small companies whenever possible. These are the companies where you can speak with an owner who cares, since his income depends on his business' success.

In my office, if we have an emergency or are running late, we call you. If you have to wait longer than expected for a routine post-operative visit, we send you to the yogurt shop downstairs for a treat--on us. If you have to wait a bit longer to see me at consultation, the consultation is free. Little things, I know, but that is howl would like to be treated if I were a customer. Sound unusual? It is. But it shouldn't be. We thought through the entire process of being a patient and asked ourselves: What can we do ahead of time to make the process of recovery smooth and uncomplicated for the patient?

Medicine is the original service business, as I see it. We're as old as civilization. You'd think we would know how to give good customer service by now! rye been a long-time subscriber to Entrepreneur and value it much.

ROBERT KOTLER, MD, FACS

Clinical Instructor, UCLA

Beverly Hills, California

Rage Against the Machismo

The article regarding the use of "rage" in the business environment clearly points out the value and also the downside of such a method ("Real Deal," April). This autocratic style of management and negotiating, designed to intimidate, was popular in the 1950s.

There is one thing that has been overlooked in this article. Although the graphic that complements the article shows women, the content of the article adopts the viewpoint that these key players are all men. Let's get real! There is a huge difference when a woman tries this method. For a woman, using anger in negotiating is fatal. We all know what recipients of this anger mutter under their breath or think to themselves. We have a case of double standards. It's especially important for a woman to think very carefully, use her common sense and rely on good judgment. Ladies, anger in negotiating? Don't go there!

EVELYN BERNSTEIN

Doylestown, Pennsylvania

Beyond the Fed

You have an interesting piece on government-sponsored entrepreneurial assistance by Joshua Kurlantzick ("Help Needed?" April). Both of the people interviewed have Washington perspectives. Here's a different perspective.

There's no question the federal government plays an important role in small-business development in many ways other than direct assistance--uniform laws, tax policy, etc. However, if that's all there was to entrepreneurial development, then entrepreneurs would appear relatively uniformly across the country. That doesn't happen. Joseph Schumpeter noted that entrepreneurs appear in dusters. Even a casual observation of entrepreneurial activity indicates that some communities are more entrepreneurial than others. Federal laws don't create these differences.

To develop an entrepreneurial culture in communities without one, there must be both champions and educators. Whether this is a federal responsibility, a state responsibility or a local responsibility is a matter of policy debate. The Small Business Development Center program splits the responsibility by requiring a 100 percent local or state match to federal funds.

Also, capital is not as liquid as Chris Edwards maintains. The consolidation of banks in America has resulted in the loss of local banking-business relationships. Small-business loan decisions for Nebraska are often made in California. Thus, Nebraska's small-business owners and potential small-business owners need the technical experts who can package loans so they pass California muster.

ROBERT E. BERNIER

State Director, Nebraska Business Development Center

Assistant Dean, College of Business Administration

University of Nebraska, Omaha

Recession? What Recession?

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Entrepreneur, June, 2003

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