What Spirit Airlines Teaches Small Business Owners About Competing on Price
When Cheap Becomes Costly Recently, my cousin messaged our family group chat that made my heart sink. Her Spirit Airlines flight to South Carolina had been canceled without warning. No meaningful explanation. Just… gone. She scrambled to rebook, only to find that other flights were either unavailable or outrageously expensive at the last minute. And she […]
MSP Client Experience: Do Your Clients Feel Better, or Just Fixed?
A real question from an MSP audience member that exposes the emotional blind spot in today’s service delivery Last week, I was in Dallas speaking at the Annual TMT Boot Camp. My workshop was called Beyond the Bot: The 5 Human Skills That Protect Your Clients, Your Culture, and Your Bottom Line. I expected […]
What Else Builds Connection Besides Lunch?
5 Free Ways to Strengthen Client Relationships and Improve SG&A As an owner of a small business and coach for small business owners and leaders, I am always analyzing expenses and profits. Today, let’s talk about SG&A — that’s Selling, General, and Administrative Expenses. These are the everyday costs of running your business that aren’t […]
It Wasn’t the Milk. It Was the Message.
PHOTO CREDIT: Hans Isaacson on Unsplash+ A simple latte, a missed opportunity, and what it reveals about how small businesses lose client loyalty Last Sunday, I ordered two iced almond milk lattes at a busy coffee shop in Grand Central Station in New York City. My daughter and I were heading back to Rhode Island […]
The Power of a Handwritten Thank-You
Why small touches lead to lasting loyalty in business. I wasn’t expecting it. A few days after shopping at Talbots, I opened my mailbox and there it was—a simple, handwritten note from one of the sales associates. Not an email. Not a promotional text. A real note. On paper. Written by hand. It said thank […]