Come in we're still open: Utah's small retailers are meeting the Tought times head on.

• Author: Lewis, Di
• Position: Small Business

Small businesses are often living on the edge. They have tighter margins, smaller cash reserves, more to lose in hard times and fewer back-up plans if something goes wrong. So it's no wonder with all the belt-tightening during the recession, many people expected small, locally owned businesses to take the biggest hit. And some have.

There are small businesses around the state wondering if they can afford to stay open for another month, but there are also many who've made bold moves, expanding and taking risks to stay open and position themselves for even bigger growth. Their fiercely loyal customers keep coming back and many are bringing in new business, proving people are still willing to pay for quality and service.

With the discounts and convenience big-box stores offer, it's easy to see why many people shifted their shopping dollars as gas prices rose and the economy tanked. But several small business owners from around the state say they have good customers who like to spend their money where it makes a difference.

At Your Service

More than anything else, small business owners cite great customer service as a key to their success.

In the jewelry business, having someone to trust is key. That's why at McArthur Jewelers in St. George, employees remember customer names and takes as mush time as needed to help someone pick out the right piece. "We stand behind everything. People know that were not a come-and-go. We won't sell out and we're here," says Manager Keena McArther. "Our customer service is pretty incredible. We remember people and I have employees that have been here 20, 30 years."

Carrie Young, co-owner of The Flower Shoppe in Logan, says the lesson they've learned is to always put customer service and quality first before worrying about the price. Whether the customer has $10 or $100 to spend, Young says if she can provide a great experience, they will come back the next time they need flowers.

It's especially important in the realm of small business, says Rich Van Dyke, co-owner of Brigham City's Idle Isle. Treating customers well can save or sink a small business. Every customer will go tell people about their experience, good or bad, and word spreads quickly.

Idle Isle, a candy store originally started by Van Dyke's grandparents, has been in business for 90 years, and he says, "[W]ord of mouth is the most successful advertising we've had. Word spreads pretty quickly when there's a new store opening and word spreads if it's...