I was watching a business show today and there was a good point I thought where there was a business that was failing in terms of customer service. The feedback that was given was that it wasn’t good enough for just the regular employee to apologize to the customer as the owner themselves need to do it to give the best impression and impact. Sure enough, it seemed like people were way more sympathetic and felt more special when they were talking to the actual owners.
I remember before a person told me they would never do that as it makes them look very small, so to speak. In my opinion though, this is an example on how it’s a people business and small things like this make you more down to earth where a person would be more confident in doing business with you. As well, if you seem more “human” then people will more likely understand any trials and tribulations that you are actively trying to solve too.