It’s encouraging seeing small-business owners taking their craft seriously in managing customer relations. The mistake many small-business owners make is taking things personal when concerns about aspects of their businesses are raised. Owners are not necessarily good managers of businesses. It makes sense sometimes, having someone else as a manager of the business than the owner being one. Considering challenges faced by many small-businesses, it is understandable that many owners are also managers of their businesses. However, such owners should also invest in skills to manage those businesses, learn about the importance of maintaining good reputation and humility, and taking every customer, including potential customers, seriously.

If small-business owners do not take themselves seriously, why should customers? Business owners are like captains of their armies. They should try to show zeal and interest always, and be energetic. No follower will be inspired by following a lethargic leader. Customers too, take the cue from the behaviour of small-business owners. By Nimroth Gwetsa, 31 March 2019.