by Michael Best | Sep 4, 2023 | Blog posts and book excerpts
I forget who it was that said something like this, “If it’s common sense how come it’s not more common?” It can so easily be applied to an issue that arises way too often among small businesses—not answering the phone. Surely it’s common...
by Michael Best | Aug 4, 2023 | Blog posts and book excerpts
I was recently involved in a customer service incident that’s not only worth repeating for the learning opportunity but also for the laugh in a you-can’t-make-this-up kind of way. I’ll tell the story but to avoid embarrassing anyone (though they deserve to be...
by Michael Best | Jul 4, 2023 | Blog posts and book excerpts
The full title to a recent Shopify article is “Why Mental Health Is Essential to Your Business Strategy.” I’m pleased to see an organization as influential as Shopify highlighting this issue. I addressed it in the context of our industry in my book,...
by Michael Best | Jun 4, 2023 | Blog posts and book excerpts
Mahatma Gandhi apparently had something to say about customers, though I for one would never have guessed that he had any interest in business generally or customers specifically, at all. He was much better known for being an Indian lawyer, anti-colonial nationalist,...
by Michael Best | May 4, 2023 | Blog posts and book excerpts
I met with a friend recently in the local village coffee shop. At the next table were three people discussing a proposed gift store. They were so excited by the ideas they were coming up with that they seemed to forget that everyone else within earshot could hear...
by Michael Best | Apr 4, 2023 | Blog posts and book excerpts
I recently had a discussion with a small business owner about a difficult customer. The situation had arrived at a point where the customer was no longer worth the stress they were causing. In situations like this, and given that it’s impossible to tease your personal...
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