Posts by GoSmallBiz

Making the Tough Decisions By Shep Hyken Every business has to make tough decisions. Unfortunately, none of us get to just make easy calls all day; the reality is that we have to face difficult challenges head on. Choosing to do nothing… Watch video Don’t Forget the Plan By Fran Tarkenton In my businesses, I…

You’re Wrong! By Shep Hyken Even if the customer is wrong (it happens!), you can still treat them the right way, with dignity and respect. When you run into a situation like this, choose your words carefully. Avoid phrases like… Read article How to Build a Team By Fran Tarkenton An organization includes a whole…

Ready to Be a Registered Agent? Ask Yourself These 3 Questions By Deborah Sweeney Most states require that small businesses designate a registered agent in their state of formation. Registered agents (also referred to as an RA) act as the state’s means to communicate with… Read article The Power of Recurring Revenue By Fran Tarkenton…

Stay Humble and Learn By Fran Tarkenton I have had businesses before where I was the “first” to do something. But it’s not because I invented every single element of the idea. I looked at all kinds of things, and then found creative ways… Read article Small Business Mythbusters: Working Off-the-Clock By ADP We live…

Are You Trying to Be a Hero, or a Leader? By Fran Tarkenton A leader who doesn’t listen and has to make every decision alone is too busy trying to be a hero to ever actually win the game. It takes a team who know, trust, and listen to one another… Read article Small Business…

How to Push Through Doubt When Starting a Business By Deborah Sweeney The reality is that there are so many entrepreneurs out there fighting the good fight to pursue their passions and change the world for the better. It’s critical that entrepreneurs… Read article The Biggest Sources of Friction in the Customer Experience By Shep…

A 4-Step Process to Reduce Friction By Shep Hyken I’ve been preaching for a while now about the importance of reducing friction in your customer experience. That’s the theme of my latest book, The Convenience Revolution. But how… Watch video Stop Waiting for the Perfect Time By Fran Tarkenton When you boil it down, the reason…

Why Customer Service Reps are Like Boxers By Shep Hyken What does a customer service representative have in common with a boxer? They both have to be able to take a punch—literally for the boxer, metaphorically in customer service. But customer service… Watch video Paid Family Leave Requirements By ADP While there are no federal…

Think Like a Customer By Shep Hyken Are you really able to understand things from your customer’s perspective? It’s one thing to say, “Walk a mile in your customer’s shoes.” But sometimes, even when we’re trying to think like a customer… Watch video The True Cost of Hiring By ADP Do you know how much…

What to Do with an Angry Customer When It’s Not Your Fault By Shep Hyken                                    What do you do when a customer is upset about something that’s out of your control? It’s one thing when a customer is mad about something you did; you can go to work fixing it. But when… Watch video Follow…