These days small-business owners are faced with the difficult task of doing much more with a lot less. But even though they might be making cuts to their prices and budgets, now is not the time to start cutting great customer service out of their business plans.

The U.S. economy is still in a deep funk, and the small businesses that have managed to survive and even thrive during these tough times have recognized one important fact: You can’t always compete on price, but you can compete on service. The best thing about great customer service is that providing it doesn’t cost you an extra penny. When your competition is scrounging for customers, you have to hold yours close, and that starts with giving them great customer service.

Today’s small-business owners need to understand that cutting costs will not save their businesses. Remember, customers are concerned about their own financial security. When they walk into a business, they need to feel cherished and special. They need to be “hugged” by great customer service. Customers don’t expect to get bottom-of-the-barrel prices everywhere they go, but they do expect to be treated with respect.

Great customer service doesn’t just happen. It starts with employees who have been trained in the science of service.

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