A long time ago I would imagine the people who actually own some kind of large business would most likely not get involved with things like general public appearances as that would usually be left to people like the PR department to handle. So they will just manage everything in the background and attend all the big business meetings. Usually for a small business you will always see the owner in some capacity since they often have to do everything.
But what was interesting was how I saw a company that has been on autopilot for quite some time. While there were some minor hiccups in the business operations it was interesting to see how customers were actually leaving because they haven’t really seen or heard from the actual business owners in so long. You would think if people leave it would be more due to things such as bad service. But I guess in this case one of the positives in dealing with a smaller business is that usually you would expect more personable service as you get to talk to real people in charge. When they felt that wasn’t there anymore it’s just a matter of going with the business that offers the most for less.
Imagine how simple it would be just to give even a quick update on say a blog on your company website. Like in this case here it would have probably made a world of difference to let people know that you are still there for them whenever they need. Interacting with people in this way just isn’t for say celebrities. It’s probably one of the easiest things you can do as well to make your business unique in that sense to show you will take the time to address any concerns if needed.