Ways to improve your business practices get a lot of press. But what about those small business innovators who have come up with strange and wonderful ways to decrease business?
In the interests of fairness, I’ve instituted my own award, the Blewy, to recognize those responsible for the worst small business practices of the year. To save the owners of these small businesses more embarrassment, I haven’t specifically named them in this article – but you’ll recognize them right away if they haven’t stopped doing these things. There are lessons here for all small businesses – or at least those that actually want to be successful. Here are the recipients of this year’s Blewys for the worst small business practices of 2005:
1. The security firm that sent out a letter to its customers requesting that they update their records by filling out a form and mailing it back to the company.
The form asked for complete credit card information, including the credit card number, expiration date and card holder signature. Can you say identity theft and credit card fraud? You would think a security company would know better.
2. The retail window and door company that makes it hard (really hard) for customers to get into their store.
When you go there, the storefront is locked up, although a sign says they’re open and the noise indicates someone is there. If you leave and phone them, you’re told, “Just use the phone.” Duh. I’m using one now. But not that one – apparently there’s a secret phone just outside the door that you have to use to reach someone in the back who will then open the door. What next? A secret password?
3. Another example of customer disservice and phones – the utility company that apparently doesn’t want to talk to anyone, even those people who are trying to pay their bills the old-fashioned way, in person.
If you go to their office, you are faced with a foyer and a phone, which is labeled “press 1 to enter the office”. Then you look down at the phone and discover there is no “1” – the button has been removed! Upon inquiry, I was told that they had to remove that button because too many people were using their phone to make long distance calls. (So perhaps a change in office access procedure might be in order, too?)
4. The irrigation company that advertises free estimates.
When you call them, they sound business-like and interested and set an appointment to come and inspect your property and give you an estimate on the price of installing different irrigation systems. The catch? They never show up – no matter how many times you call. As it seems highly unlikely that many people would have an irrigation system put in without getting an estimate first, this must be an excellent way of doing less business.
The list of Blewy awards for the worst business practices of 2005 continues on the next page. Click to continue reading.
