Competing with a larger operator can raise questions about marketing budgets, staffing and how to keep the personal service customers know you for. The useful discussion is where your own shop wants to compete.
Make the next step clear for customers
Look at how inquiries are recorded, who follows up and what happens outside office hours. A reminder or answering arrangement may support the service you already provide.
Use the relationships you have built
Accurate job history could help you identify maintenance or renewal conversations that are relevant to a past customer. Check the records and whether it is appropriate to contact them before sending a reminder.
Check the work behind the work
Quotes, routes, parts and invoices are possible places to review with the team. Start with what is actually causing repeated effort, then check the features in your current tools.
Keep the comparison grounded
A company being larger, independent or investor-owned does not tell you how well it treats customers. Focus on your own response, workmanship and follow-through instead of making assumptions about competitors.
Which part of being an independent business do your customers value most, and what would help your team maintain it as you grow?