Editorial: Small businesses go the extra mile

Andrew Austin, Editor Hawke's Bay Today.

This country is built on small businesses.

Sure, the big corporates aget all the attention, but it is the small, often family-owned businesses that are the backbone of the country.

Often employing less than 10 people, they are run by honest toilers who give their all for the product and service they provide.

With margins often very tight, they realise that the way to make ends meet is to give their customers that little bit extra - their soul. But, often it is not a conscious decision; they don't do it because they want to get the customers to like them. They do it because it is the right thing to do.

We are lucky because here in Hawke's Bay, we have small businesses that would be able to compete with any others in the country, including Auckland.

I have had many pleasant interactions and good service from a number of companies, from tradespeople to retailers. Occasionally there are one or two who pop on the radar for the wrong reason, but more often than not there is a pride in service delivery in the Bay that invokes loyalty in customers.

I am not prone to singling out companies and I am gaining no benefit (except good service) from this, but I do need to mention the team at Kawan Collision Repair.

Recently, unfortunate circumstances meant I had to get a vehicle of a family member repaired by this Hastings-based company.

Often you get service providers who are professional, but Hayden Maloney of Kawan took things to a new level for me. My family member who owned the car was was immediately put at ease with his empathetic and compassionate manner. Nothing was too much trouble.
Talk about going the extra mile.

It is so good that customer service is a top priority in Hawke's Bay.