Who do you trust?

Image via WikipediaIf possible I choose a small businesses over a large chain. I have spent some time trying to identify my attraction. On the surface I just feel good about giving my business to the little guy-- why? Maybe I feel like I'm getting something special that I can't get in Anytown, USA. Maybe I think the service will be better because they are hungry for my patronage. Maybe it is more straight forward.

My wife and I received a cow as a wedding gift (it's a Texas thing) and we needed a place to process it so that it would fit nicely into our deep freeze. The place we settled on is unique and is hidden in a tiny town just outside of San Antonio. We chose this place because we have heard more than once that they are honest. If you have a healthy grass fed cow you want to be certain the steak you are eating is just that.

Now that my wife and I are past the expense of our wedding we have gone full force into updating our 30 year old house. Our first big project is our landscaping, specifically our curb appeal. Part of the project is a new sidewalk. Our neighbor who is head of grounds at a local university recommended a contractor that the university uses because they are overwhelmingly honest.

While all of this is going on the transmission on one of our vehicles started to go out. I have no desire to learn the ins and outs of auto mechanics-- I have to find someone we can trust. Turns out that the mom and pop by the house go out of their way to insure you understand the problem they are going to fix for you, they are building trust.

So do I feel like I can't trust a business because it is large? No. But I do recognize that many large businesses make it easy for the individual to absolve themselves of personal responsibility-- in essence, their integrity. "I'm just following orders/policy/procedure, I'm not hear to rock the boat."

So how do you empower the individual to have integrity and build meaningful relationships with your customers regardless of the size of your business?

What do you think?

Tim Symchych