Many of us are schizophrenic. We like the services, products, and opportunities afforded by Big stores (lots of products), banks (lots of ATMs), churches (lots of programs), etc. But we like the feel of the Small, niche, “mom and pop” organizations and businesses. It seems they take time to know us and are responsive to our needs.
Our organization is changing banks. It’s a bit of a hassle but it feels like our old bank has lost the personal touch. They started small but got big…and have started to “act” big. It feels like we are getting “nickel and dimed” on fees. We have to pay for their help. They don’t seem as responsive to our growing needs.
Our new bank makes us feel special. They have “dated” us, showering us with service and thoughtful reminders that they are there and want to be “our bank”!!! We have a need and they respond quickly (without charging us for their time).
Our new bank is growing….and doing so quickly. They are hiring to keep up with demand. They have money to loan (in spite of what is happening nationally). Our organization, in many ways, is at the same point. Growing quickly. Lots of momentum. Excitement. Impact.
So here’s some questions.
Will we be looking for a new bank down the road because they have gotten too big?
Will people involved in our organization get frustrated because we have lost the personal feel?
Is it possible to be a “Big” organization or business that acts and feels “Small” while still being effective and successful?
How do we lead with this in mind?
I wonder. Is "Big" loosing money to create the need for charging for service? Or, is it greed, that sees and opportunity for gain a nickel at a time? Maybe "Small" is willing to absorb those expenditures to gain customer loyalty and satisfaction. Is a smaller bottom line worth that?
Posted by: Joel Dryden | 31 December 2008 at 10:31 AM