Stepping Across the Line
Whenever I write about my disgust in the "support small business" movement, I suffer a momentary wave of panic that I'll lose some of my small business owner subscribers. After all, my ideas on the subject are about as counter-cultural as they come. I've lost my fair share of readers from this position, but I'm grateful for everyone who has stuck with me and has been willing to hear a different perspective.
With that context in mind, I have a fun story to share. One of my small business owner friends recently reached out via text. He confessed there were many days where his finger hovered over the "unsubscribe" button out of frustration, but for whatever reason, he decided to give me the benefit of the doubt. He's a big believer in "supporting" small businesses. This isn't news to me, as I've watched him spout off that destructive narrative for years on his social channels and in his marketing.
Here's what he said next! "A while back I decided to give your idea a try. Instead of asking people to support me, I just tried to be more excellent. Do better at marketing. Treat customers better. And give people more reasons to come to my business instead of someone else's (or the big box stores)."
I'm loving this so far! Let's continue: "And it worked! My revenue has doubled in the last 6 months and I wonder why I spent so much time worrying about people supporting me. As you say, excellence always wins."
Yes! Yes! Yes! By the way, I've seen a shift in his business from watching their social media. The change is palpable. They carry themselves with a newfound confidence, and it's clear they are in the business of serving people well.
They now realize customers don't owe them anything. Customers don't exist to serve them, but the other way around. Their sole responsibility is to earn the right to serve people, serve them with excellence, and earn the right to serve them again. And if they do that well enough, earn the right for those people to share the news with others.
This is exactly what my friend has done, and his business and family are thriving as a result. He used to act entitled to people's business and feel victimized by a lack of support. Today, he and his team add a ton of value to many people's lives; they are thriving!
This is the way business should be done. I'm not arrogant enough to think I will single-handedly change the world here. However, together, we have the potential to bend the culture and slowly move the needle in this area. My friend is certainly making a difference in his little neck of the world.
Whether you own a business or work for an organization, today is another opportunity to be excellent. If we do, the rest will take care of itself.....eventually. No excuses, no justifications, no entitlement. Just excellence.
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