Small businesses often have very different customer service expectations than mega big-box stores. Understanding why people choose your store or business will help you assist your customers in getting exactly what they want out of their interaction with you. If you are a large company, customers will likely expect a wide selection of goods or services, low prices, and quick "in and out" shopping experiences. If you are a small business, personal interaction, knowledge ability, and problem-solving are very important aspects to focus on. You probably cannot offer prices as low as a mega business, but your friendly expertise will make up for it. One study suggests that 70% of customers are willing to pay higher prices if they get excellent, personalized customer service. 81% of customers believe that small businesses provide better customer service overall than big businesses. Having a clear vision statement for your customer service mission is crucial. You will incorporate this vision statement into employee training and will likely also share it with customers. Your vision statement communicates your business's core values, what you're all about. Consider examples from very successful businesses. ACE Hardware, a very successful chain of independently-owned hardware stores, has been repeatedly recognized with awards as being a top customer service provider. Their customer service vision boils down to a very simple statement: "100% helpful." This emphasis on helpfulness, not just friendliness, has helped them compete with big-box stores such as Home Depot and Lowe's. Another example is from Amazon, whose customer service vision is: "We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." By using a metaphor (invited guests to a party), this vision statement clearly expresses Amazon's goals: to make customers feel welcomed and appreciated, and create a fun and enjoyable experience shopping there. Your employees are one aspect of your business's public "face," which customers interact with every day. Other representations of your business's mission include your handling of customer service calls and interactions, your location (brick-and-mortar and/or online), and your approachability. This article will cover how to ensure your employees' customer service skills in-depth a little later. In general, consider that they represent the face of your company, so make sure that they are trained to be respectful, friendly, and knowledgeable. How do customers interact with you? Can they get a "live person" to speak to right away, or do they have to go through automated systems? Studies suggest that customers overwhelmingly prefer to speak to a person rather than navigate an Interactive Voice Response (IVR) system. If you have social media presences, how quickly do you respond to questions or comments on those accounts? What does your business location look like? Is it laid out well, easy to access, and clearly organized? This applies to brick-and-mortar locations and your online presences. Do your employees and your company structure give the impression that customers are free and welcome to approach you with issues? For example, is your contact information clearly located on your website, and do customers in your physical location know who to ask or where to go with questions? New hires and experienced workers should all know what "quality service" means to you and your business. This definition may be made up of larger ideas, like "consistency, communication, and connection", or more specific ideas that involve specific actions or attitudes. For example, if you own a retail business that sells clothing, your definition of "quality service" may include specifics like "always greet the customer when she walks into the store" or "offer to start a fitting room for a customer if she is holding one or more items in her hand." The definition of "good" customer service is highly dependent on your industry and your customer base. For example, a friendly, talkative salesperson might be desired in a retail setting, but customers might not want their massage therapist to be chatty. Similarly, if your customers are older, they are more likely to appreciate in-person service, whereas younger customers may be more appreciative of easy answers over social media.

Summary: Consider your business type. Create a clear vision statement. Examine the public "face" of your business. Make sure your employees know what "quality service" means to your business.

Check for a pulse, and look and feel to see if she's still breathing. She may be in trouble but not actually dead. Call your veterinarian, and ask her to guide you with next steps. If your pet is still alive, take her to an emergency vet in the area. The best place to feel for a pulse on a dog or cat is the inner thigh, up where the leg meets the body. You're looking for the femoral artery. Use two fingers (not a thumb) to check for a pulse. You may have a hard time feeling it on a cat. If you feel a pulse, have someone time 15 seconds while you count beats. Multiple by 4, and you have the beats per minute. Your vet will likely want to know the beats per minute if possible. The body will start to decompose fairly quickly, usually within a day, so you want to bury the body as soon as possible. If you need to keep the body in your home, you can take a few steps to keep it from decomposing. You can wrap the body and put in the refrigerator, though you still want to take action within a day. You can also place the body in the freezer, which will keep it from decomposing longer. If you can't use either of these options, leave the body unwrapped on concrete, as it will draw the heat out. In your grief, you may not remember everyone you need to tell. For instance, it's important to notify kids who were away at college when the pet died. You also need to find a way to tell your children if you have young ones in your home. When telling kids, try not to use euphemisms. For instance, saying the pet has been "put to sleep" can be confusing. Tell the child that the pet died, and explain in simple terms what that means. For instance, you could say, "Honey, I have something sad to tell you. Our pet Kitty died today. That means that she stopped breathing and her body stopped moving. She won't be coming back to live with us." It can help to let the child see the body, though it's okay to soften the blow by covering the body partially with a blanket or putting a beloved toy nearby. Answer any questions your child has as honestly and directly as you can, though you can say you don't know. Also, be prepared for the ways your child's grief will appear. Some children will want to write letters or leave flowers. Others may want some alone time, while still others may need more cuddles. Letting your pets observe the body, sniff it, and interact with it can help give the pet closure. If they can see the dead body, they may not spend as long looking for the pet to come back after she's buried. You may or may not be allowed to bury your pet on your own property. It's typically not okay to bury in a public park, but sometimes you can bury your pet on your own property. Try calling your vet to see if she knows the local law. You can also ask your local humane society. If you're still not sure, try calling the local police department to ask. Once you know whether you're allowed to bury your pet in your yard, you may decide to bury her there. However, you do have other options. For instance, some cities have pet burial parks where you can buy a plot for your pet. To find a pet cemetery, ask your vet. You can also look under "pet cemeteries" in your local area. Another option besides burial is cremation. Some vet hospitals have cremation services, while other times, the crematory is a stand alone service. Be aware that you may have the option of individual cremation (where you just get your pet's remains back) or group cremation (where your pet is cremated with other animals). Individual cremation is more expensive.
Summary: Check your pet. Take action within a day. Notify people. Let your pets see the body. Check your local laws. Decide on a burial spot.