Impact on Service

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 Impact on Service

Q.1 What specific customer needs might employees of a small business have to meet?

1)Empathy; Customers are attracted to service men who they feel understand them and

are ready to assist them in their situation. 2)Fairness; The customers expect nothing less of fair

treatment from the lengths of their contracts, pricing, and even the terms of service from both the

company and its employees.3)Transparency; Customers expect general integrity from the

employees and the company they are in business with and this ranges from price changes, service

outages since they need openness to the people they are giving their money to.4)Control;

Employees should also ensure that the customers feel they control the business interaction from

beginning to end.5) Information and options; Options in terms of various products and payment

modes and information regarding marketing skills by the employees.

Q.2 How does changing demographic environment impact the ability of small businesses to

compete for customers?

Demographic change is often involved in the growth rate of a given economy, living

standards, productivity, speed of saving, investment, and consumption. Therefore, if a small

business had majored their products to a certain age-set of people, gender type, family size, or

marital status, then the target market is affected since customers reduce. In such a case, creativity

at its best is required to shift or adapt to the current changes to maintain your competitive

advantage as a small business.

Q.3 If you worked for a small business, what would you need to know to deliver appropriate

service to a diverse customer base?

Knowing the client would be the first thing to ensure that we spend quality time with them and

generally understand where they come from and their beliefs. I would also seek out culture-

specific knowledge of my clients, which would aid my developing a communication pattern with

my customers. I would also encourage diversity in the workforce which would help me to build

great relationships by understanding the customers inside-out.

 Reference

Putra, E. D., & Cho, S. (2019). Characteristics of small business leadership from employees’ perspective:

A qualitative study. International Journal of Hospitality Management, 78, 36-46.