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Customer Service

We live in a highly computerized society where more and more human interaction is replaced by computerized automation. Very often when you call a business you hear, “Thank you for calling XYZ Company. Your business is important to us. Please listen carefully to...

Marketing Confusion

I was reading an article today about B2B marketing and it contained the following line, “Confession 3. If we don’t meet our sales numbers this quarter, we might have to cut marketing budget, or even head count.” This statement is very similar to one...

Create, Create, Create

To endure a business must be continually created by its owners, managers and its staff. To be clear, when I say create I mean the dictionary definition of the word. Here’s the definition in the Oxford Dictionary: 1 Bring (something) into existence 1.1 Cause...

What Are Your Policies?

I had a conversation the manager of a branch of a national corporation which illustrated five important points for businesses of any size: Policies and procedures must exist They must be accessible They must be current Staff must be trained on them They must be...

What is Policy? Why is it Important?

The ability to expand your business depends utterly on your ability to develop, write, make available and enforce good policy. It’s been said that life is a game. If so, business, being part of life is a game. The easiest way to understand policy and its importance is...

Retirement: Sell Your Business for Top Dollar

When it comes to retirement, many small business owners plan to sell their businesses. You’ve worked hard in your business for years, you should be able to cash out of it by selling it, right? Yes and no. In my March post, called “Where’s the...