After reading a fantastic, yet down-right upsetting, article about the affects of poor customer service on Mike Smith’s (@ms) blog, iammikesmith.com, it really got me thinking about the unique position we, the small business owners, freelancers, entreprenuers, etc. are in.

We are able to sweat the small stuff because that is what sets us apart.

More thoughts after the jump and a link through to Mike’s article.

In Mike’s article, he had his power shut off, in large part due to poor communication from the power company, and an overall lack of empathy from them.

Instead of treating, and more importantly RESPECTING, him as a valued customer, they treated him in the typical machine-like response system generated by big companies. React by the book, don’t consider other scenarios.

We as small business owners have the privilege to deal on a much more personal level with our clients. We can make that extra phone call, go that extra step for them, and relate to them on a different level than large companies. We aren’t governed by a heirarchy of automated checks and balances that prevent us from relating to our clients.

In the end, our goals are the same as any other business big or small: to make money. But are we making money by pleasing clients and providing them with service beyond what they pay for or are we simply doing things by the book and moving on to the next client.?

That is the questions. That is the responsibility.

Check out Mike Smith’s blog to find out how his situation turns out!