Big Vision, Small Business

Chapter 16

CREATING RIGHT RELATIONSHIPS WITH CUSTOMERS

MAINTAINING STRONG, integrity-based relationships with clients is no different than maintaining right relationships with anyone else. There are large corporations, such as Nordstrom, and Hewlett-Packard with their “HP Way,” that subscribe to high ideals for employee relations and customer service. Such companies set the benchmark for other larger organizations, particularly when contrasted with less impressive corporate performance norms. In a big-vision small business, customer relationship can be cultivated to a higher degree of personalization and mastery than in companies whose intense ...