When it comes to service providers, many people think bigger is better, even if it costs more. Although the economies of scale may mean more resources, you may still get better service and rates from small businesses that are keen to attract and retain customers.
The point of going to a big service provider — for example for car repair, home renovation or cleaning — is that you know what you get. You simply expect and assume a particular level of service. When you choose to deal with a smaller, relatively unknown contractor or a one-man business, you may be taking your chances on the results. But it doesn’t have to be this way, if you take your time to review your providers first.
To make the best decision that is not just based on name recognition, take the following factors into consideration.
Priorities
If you’re price-sensitive, you must ask for detailed services with quotes to be able to compare apples to apples. You may find that small providers are not able to match the bargains of a large-scale corporation, but they can provide additional services, regular maintenance or warranty — all of which are money-saving schemes down the road.
So, ask for what exactly you’re getting before you discard an offer. In addition, don’t overlook the quality aspect. The same price doesn’t mean the same quality of work. See samples (even from reputable providers), and do your own research to find actual reviews and testimonials. Remember, those listed on the provider’s website are promotional, and hand-picked by the company’s marketing team.
Customer service
There is nothing more frustrating than getting into a large project and finding out that your provider or contractor is less than responsive. Although verifying customer service is part of your mentioned due diligence, watch out for signs of responsiveness and ease while you’re doing your initial contact.
Although small providers may not have the same rigorous quality standards that big players have in place, it doesn’t mean that they are less accommodating for customers. You can do the work yourself by looking into how long it takes to get replies to your questions, voicemails or emails. How comprehensive, professional these replies are, and what level of technology the provider seems to have. For example, if you’re asked to fax documents, or if you’re asked to repeat your information several times over the phone, you may be dealing with a paper-based provider. It is up to you — and your comfort zone — to decide whether to proceed or not.
Financing
Payment options may be more limited if you’re dealing with a small business. If you’re looking to finance your service costs, you may struggle to find a small business that is not only willing to do so, but also has a system in place. You should not assume either way, however. In many cases, the best route is to ask and find what offers you get.
If financing is a deal breaker, explain this to your service provider. You may never know how far small-business owners who are trying to build a happy-customer base are willing to get out of their way to accommodate your preference. Alternatively, you may consider taking out a personal loan to finance your project — but that of course will come at a high interest rate.
Decision
With all the costs, extras and money involved, write down and compare your options. Your decision now will be based on facts and supported with the research and reviews that you’ve gathered. If you go with a less expensive offer, you’d know exactly if you’re compromising or not on part of the service or quality. With that, your decision won’t necessarily mean that you’re getting less. In fact, you may find that you often only giving up the name recognition of a service provider in return of more tangible benefits and cash in the bank.
By Rania Oteify
The writer, a former Gulf News Business Features Editor, is a Seattle-based editor.
