I normally don't write newspaper columnists but Neil Steinberg's column in the the Sun-Times of Monday February 14, 2011, got my attention. He wrote about the difficulty of a mom and pop business trying to keep its head above water in a era of mega-retailers. Being in the same boat, I had to respond.
Dear Neil,
I read your column regularly but today's forced me to sit down and write you.
Like Holly Sjo of Cupcake Counter I'm "concerned" about the encroachment of giant, soulless conglomerates who snuff out the dreams of small business people like them, and myself. You absolutely do get "a little heartbroken." Actually, a lot heartbroken. They've been at it two years. We've been doing it almost seventy-four. It doesn't get any easier.
You could probably spend the rest of your career writing about the plight of mom and pop businesses making a stand against the relentless force of giant mega-retailers with their economies of scale, fancy logos, and huge advertising budgets--if they last that long. Unless something changes, and quickly, small retail business in this country is doomed.
At some time in a dismal future, I see Walmart as the only retail outlet of any consumer commodity. Gone will be the days of visiting a store and dealing with the same person again and again. You won't get to know anyone in that store and they won't care about you any further than what it takes to sell you something and get you out of their hair. You'll know their name only because it's laminated on a plastic tag hanging on a lanyard or pinned to their apron. They won't make an attempt to learn yours. Personal, caring service will be a thing of the past. Doing something for the love of it and making a living at the same time will be long gone. Making a buck will be the only reason to go to work.
Until that day comes, we'll be here in our little stores, ready to help our customers any way we can. They'll know us even though we don't wear fancy name tags. We'll know their faces, greet them personally, and even start getting their orders ready when they walk in the door. That's customer service, a rapidly dying art.
I read your column regularly but today's forced me to sit down and write you.
Like Holly Sjo of Cupcake Counter I'm "concerned" about the encroachment of giant, soulless conglomerates who snuff out the dreams of small business people like them, and myself. You absolutely do get "a little heartbroken." Actually, a lot heartbroken. They've been at it two years. We've been doing it almost seventy-four. It doesn't get any easier.
You could probably spend the rest of your career writing about the plight of mom and pop businesses making a stand against the relentless force of giant mega-retailers with their economies of scale, fancy logos, and huge advertising budgets--if they last that long. Unless something changes, and quickly, small retail business in this country is doomed.
At some time in a dismal future, I see Walmart as the only retail outlet of any consumer commodity. Gone will be the days of visiting a store and dealing with the same person again and again. You won't get to know anyone in that store and they won't care about you any further than what it takes to sell you something and get you out of their hair. You'll know their name only because it's laminated on a plastic tag hanging on a lanyard or pinned to their apron. They won't make an attempt to learn yours. Personal, caring service will be a thing of the past. Doing something for the love of it and making a living at the same time will be long gone. Making a buck will be the only reason to go to work.
Until that day comes, we'll be here in our little stores, ready to help our customers any way we can. They'll know us even though we don't wear fancy name tags. We'll know their faces, greet them personally, and even start getting their orders ready when they walk in the door. That's customer service, a rapidly dying art.
No comments:
Post a Comment