Customer Service - to reply via email or not?

Since the days when Amazon was just a river (I love that cliche), there has been a disconnect between large companies and small companies, as to whether or not they reply to customer comments via email. In the past, it was a clear sign that you were contacting a very small company when someone emailed you back.

Surprisingly, the appearance of being small actually harms your overall image in the eye of some consumers. Today, I am very happy to report, that this disconnect seems to be dwindling and many large companies are putting time into replying to their customers via email. This turn of events makes the disparity between large and small businesses much less noticeable.

With this wonderful turn of events comes another great opportunity for small businesses. If you own a small business, take your "weakness" of being small, and turn it into your strength. Reply to your customers. And not just a one-liner like the big guys do. Give your customers the time of day. Remember, without them, you will not exist.