BBB Tip: How to be a great customer

By being thoughtful, you can help small business owners overcome common challenges they face while fostering stronger relationships with the businesses you love.

Back to local business for consumers

For consumers

Being a great customer isn’t just about making a purchase.

Local businesses are essential to the fabric of our communities. They offer unique products, personalized services, and create jobs that directly impact the neighborhood. Being a great customer is about being considerate, understanding, and helping create a positive environment for everyone involved.

BBB offers the following tips on how to be a great customer:

Great customers have respect and patience.

Supporting a small business starts with respect for their time, space, and effort. These simple courtesies go a long way in building positive relationships with local business owners.

Come in we're open, vintage black retro sign

Respect business hours and policies.

One of the most common issues for local businesses is customers not respecting their operating hours or store policies. Business owners often work long hours and are sometimes short-staffed, so it’s important to remember that small businesses may have specific hours, return policies, or rules in place for a reason.

Tip: If you're unsure about a business's hours or policies, check their website or give them a quick call ahead of time. If a business closes early or doesn’t accept returns after a certain period, honor those guidelines.

Smiling woman choosing jeans at fashionable shop.

Respect their space and products.

Small business owners are often very passionate about their products, services, and spaces. Whether it's a shop, café, or studio, it’s important to be respectful of the business’s space, inventory, and staff.

Tip: Don’t make unreasonable demands, damage products, or treat their store with disrespect. Treat the business as you would your own, and remember that the owners care deeply about the quality they provide.

Be patient during busy times.

Small businesses can be incredibly busy, especially during peak times like holidays, weekends, or special promotions. Staff may be juggling multiple tasks, and service could be slower than usual.

Tip: Show patience and understanding when the lines are long or staff are overwhelmed. If you're in a hurry, consider visiting at a less busy time or placing an order in advance.

Great customers are kind and communicate well.

Thoughtful words and clear communication can make every interaction smoother and more enjoyable—for both customers and business owners.

Latina Boutique Store Owner At Checkout Counter

Communicate clearly and courteously.

Local businesses value clear communication with their customers. Whether it’s a special request or a question about a product, being straightforward and polite makes a big difference. When customers are unclear about what they want, it can lead to mistakes, frustration, and wasted time for both the customer and the business.

Tip: Be specific about what you're looking for, and don’t hesitate to ask questions. If there’s an issue with a product or service, calmly address it and give the business the opportunity to resolve it.

Customer service experience and business satisfaction survey. Woman hand using smart phone with icon five star symbol to increase rating of company concept

Show appreciation with kindness.

Running a small business is no easy feat. Many business owners put in countless hours to make their businesses succeed, often sacrificing personal time. A simple “thank you” or a positive review can go a long way in making their day.

Tip: Offer a compliment when you have a good experience, and leave a review to encourage others to visit. Your feedback helps a business grow and reassures the owners and staff that they’re doing something right.

Understand that mistakes happen.

Even the best businesses make mistakes from time to time. Whether it's an order mix-up, a product issue, or an oversight, being understanding when errors occur is crucial.

Tip: If you notice a mistake, address it kindly. Business owners are often quick to fix problems, and a little patience can go a long way in maintaining a strong relationship.

Great customers support beyond the sale.

Your support doesn't have to end at the checkout counter. There are easy, meaningful ways to help small businesses grow and thrive even after the transaction.

customer using online coupon from smartphone app at restaurant

Pay promptly and fairly.

Timely payments are vital for any business, especially small businesses that rely on cash flow. Avoid delays or misunderstandings about pricing.

Tip: If you're paying with a credit card or via digital payment methods, be sure to confirm your transaction. Always ask about taxes, tips, or service charges ahead of time to avoid confusion.

Help spread the word.

One of the best ways to support a small business is by helping it grow its customer base. Word-of-mouth recommendations are powerful tools for local businesses. Sharing your positive experiences with others—whether in person, online, or on social media—can lead to new customers and opportunities for the business.

Tip: Leave a review on BBB.org or social media platforms. Share your favorite small businesses with friends and family, and recommend them to others who may benefit from their products or services.

A mid adult African-American man, in his 30s, working at the checkout counter of a gift and flower shop, helping a customer make a purchase. The customer is a young African-American woman in her 20s.

Be a regular customer.

Small businesses thrive on loyal customers. By returning frequently, you help build a relationship with the business that benefits both parties. You might also get access to special deals, early notices on sales, or other perks.

Tip: Sign up for email newsletters or loyalty programs. Staying connected with the business shows that you care about their success and helps keep them in business long-term.