Kindness Is Free
Observations after 3 decades of returning to my Happy Place. Why does everyone line up for Tommy's Hot Dog stand?
Don’t Be Too Efficient
We forgive big companies that treat us like cattle, but at a small company, it can destroy all faith and trust.
How to MASTER Recruiting
Having good staff is just as important as having good clients, but how do you find them?
Why 80% of Businesses Are Running on Broken
Your brand has a story. The question is whether it's true.
I Love Southwest Airlines
My plane jolted into the grass, off the runway. What they did next is a lesson to owners everywhere.
You Have to Be the Captain
For whatever "sea" you're crossing, something subtle but vital separates sailors from true captains.
How Do I Reduce Churn and Keep Customers Longer?
Every relationship is always doing one of two things: getting deeper or slowly fading.
The Secrets To BUILDING Trust In Marketing
True trust is only garnered over time. But you can also affect superficial assumptions.
Don’t Be an Egg-Laying-Woolly-Dairy-Pig
You instinctively know what that phrase means. Trying to please everyone satisfies no one.
Unicorns Are Real
Every business owner believes they are a unicorn. Most are just horses, indistinguishable from the herd.
Sawdust in Their Veins: Surviving the Third Generation Curse
It started as 1 man and a station wagon in America's biggest city. But he had no chair.
Is It Better to Specialize or Expand When Revenue Feels Flat?
Will your expanded offerings reinforce what you’re known for, or confuse it?
How Do We Build a Customer Loyalty Engine?
"Reward programs" miss the mark entirely, because people are loyal to those they trust.
What Is Your True Competitive Advantage
Do you have an advantage your competition doesn't? Most owners think about this the wrong way.
Some Businesses Scale Calmly, Others Don’t: The Hidden Reason
You want to grow by scaling, not by stretching. And customer trust makes the difference.