Robert says that companies that fail typically die because they focus on the wrong customers. He and Jim talk about how to make sure that your small business is focusing on the right customers.

Bob and Jim about how company policies can sometimes get in the way of good customer service, even to the point of losing customers.

Paul and Jim talk about some of the keys to successfully creating a culture of customer service in your small business.

JoAnna and Jim talk about how to create a workplace where your stakeholders are happy doing what they do.

Mark joins Jim to talk about how to do a better job of serving the most important people in our small businesses - our customers.

Rick and Jim talk about how to get and give feedback so that it is received adn used effectively.

Todd and Jim talk about new ways to develop an online strategy that focuses on local prospects.

Peter and Jim celebrate the fifth anniversary of Peter's membership in the Brain Trust with a discussion of how to make sure customers buy from you more than once. One of the keys, Peter says, is to make sure your customers have fun when they do business with you and your small business.

Peter and Jim celebrate the fifth anniversary of Peter's membership in the Brain Trust with a discussion of how to make sure customers buy from you more than once. One of the keys, Peter says, is to make sure your customers have fun when they do business with you and your small business.

Rob picks up on the previous topic Jim was talking about - employee recognition - and they discuss that for a few minutes. Next they move on to talk about how to avoid getting caught in a price discussion with your customers by focusing on the value that you offer instead of just what you charge.