These small businesses have also earned Blewy awards for the worst business practices of 2005. (See the previous page of this article for other “winners”.)
5. The computer company that doesn’t want to order what the customer wants.
If you know what you want and call this company to put a system together, the proprietor will probably tell you that the motherboard or monitor or CPU you want is a piece of junk and that he can’t order something like that. Then he’ll tell you what he recommends. If you don’t accept his recommendations right away, he’ll get huffy. (Hint, hint: Listening to customers is a good start to delivering any kind of customer service.)
6. The retail bookstore that takes a week-long holiday in December – closing their shop.
Hmm… books and holiday gifts. Seems to me there’s a strong connection here. Maybe taking your vacation at some other time of the year would be a better idea?
7. The wood cutter who can’t get his deliveries sorted out.
He showed up at the door with a truck load of wood which he sold to the house owner. The only problem is that it was the wrong house. What about the people who had ordered the wood and expected it to be delivered? “I don’t know where that place is,” he said. Gee, maybe calling them and getting directions would be helpful.
8. The online nursery business that has a great online catalogue of plants that you could order – if you’re willing to bother with printing out a form, filling it out and mailing in the form and the amount owing for your order.
This business doesn’t give customers any other option for ordering online. I know plants are old-fashioned but it’s 2005. Invest in a real online ordering system or get off the ‘Net.
9. The home-based business that apparently only has a single phone line and can’t be bothered to answer the phone.
When you call them, you get a cheery recorded personal message, complete with annoying background barks. ‘Hello. You’ve reached the Iversons. We can’t come to the phone right now because we’re washing the dog. But leave a message and we’ll get back to you as soon as we all dry off.” Hello. Are you actually running a business? Get a second phone line and put an appropriate message on your answering machine – or get a cell phone, answering service or voice mail.
And a special mention Blewy to any home-based business that lets their kids answer the phone. Having a child bellow “Mom! Phone!” in your ear and then hear the phone crash is not a pleasant experience for potential customers.
There you have it – nine examples of the worst small business practices, all factual cases of how some small businesses have been working to decrease their business over the past year. I’m already working on next year’s list. Do you know of a small business that deserves a Blewy? Why not post your nomination on the Small Business Canada Forum? The worst small business practices, just like the best small business practices, shouldn’t be overlooked.
