I am fascinated by the use of words. If you think about it, almost everything we do in life involves the use of words. It’s how we persuade. It’s how we communicate. It’s how we connect. Even our private thoughts involve words. Why are some words more impactful than others? Better at changing minds. Engaging Read more about Book Review: Magic Words[…]
When we think of bad hiring mistakes, we often zero in on specific hires such as the sales guy that couldn’t sell or the accountant with math issues, or even the customer service specialist with bad people skills. Those bad hires haunt us for years. Sometimes they even prevent us from wanting to make future Read more about The Worst Hiring Mistake You May Never Know You’ve Made[…]
I first reviewed this book in January 2003. Over 20 years later, it remains one of my favorites. I use the tools described in the book frequently. In fact, My SBM Mastermind group just started reading the book this month. I am convinced that the success or failure of small business owners hinges on the Read more about Book Review: Fierce Conversations[…]
Last Sunday, I couldn’t help thinking of my mom, Dorothy Fulton. She lived a glorious 92 years before passing away last spring. Besides all of her amazing maternal qualities, it occurred to me that she also knew a thing or two about small business. Maybe her entrepreneurial mindset came from being the daughter of a Read more about Thanks, Mom![…]
When was the last time you had exceptional customer service? A “10” on a scale of “10”? Great service? Good? I think we have come to expect mediocre service. We just hope they’re nice to us. Pray they don’t insult us. And we make up all sorts of excuses when we get crappy service like Read more about Book Review: Unreasonable Hospitality[…]
This is an article I first wrote twenty-six years ago about customer service, my son, and the national pastime. It is the single best example of Unreasonable Hospitality I have ever experienced. See the book review below. As it is now baseball season, I am pleased to re-publish the article once again. I often Read more about Lessons Learned at the Ballpark[…]
I first published this article Stay Interviews almost seven years ago. At the time, this was a relatively new employee engagement strategy. It has gotten quite a lot of traction in many companies, big and small, ever since. Are you ready to try it? In the key area of employee retention, this has become my Read more about What Would It Take for You to Stay?[…]
I believe one of the most important roles of the small business executive is “Scorekeeper”. You make sure the score is being kept in your business and that your team members are seeing the numbers they need to see. My experience is that many small business owners see monthly financial statements such as the Income Read more about Five Financial Numbers for Every Small Business Executive[…]
January is a great month for reflection, planning, and getting re-focused. As a business leader, you’re reflecting on your wins and losses in 2022. You’re working on your organizational SWOT analysis, setting the foundation for your 2023 business plan. And you are laser-focused on setting goals and objectives for the new year. In addition, I Read more about Three Questions Every Leader Must Answer[…]
The Twelve Days of Entrepreneurial Bliss-mas (You are welcome to sing along) On the first day of Entrepreneurial Bliss-mas Small Business Matters gave to me; A Huge New Order from my best customer to start the new year (with a large upfront deposit) On the second day of Entrepreneurial Bliss-mas Small Business Matters gave Read more about The 12 Days of Entrepreneurial Bliss-mas[…]