What can small business owners learn from one of the leaders of the hospitality industry? Frederik joins Jim to talk about how loyalty programs are important, but they only work in tandem with excellent customer service.

Do you know what positive deviant means? Rick talks with Jim about this and explains to identify the positive deviants in your small business and then clone that behavior around your organization.

How much does motivation play in successful small business management? Dave talks with Jim about this and explains how to look in the mirror to determine if you're a successful motivator.

What do you do with your low-performing employees? Quint and Jim talk about the toll this type of employee is taking on your business and what to do about them.

What is the most important moment in the marketplace? Jim A joins Jim B to talk about this moment -- when employees meet customers -- and how to define, measure and improve it.

Are you ready for a virtual assistant relationship? Bill joins Jim to talk about how this works and what it takes to do it successfully.

Will having an employee recognition plan convert positively to the bottom line for your small business? Chester says it will and he and Jim talk about why employee recognition is more important today than ever before.

How do you handle people who drain the spirit out of you? Marsha calls them "toxic people" and she talks with Jim about them and what we should do when we're around -- or work with -- these people.

What can small business owners learn from a big business CEO? Plenty, as you will see, as Jack talks with Jim about what he calls the structures of business leadership.

How do you know when you need help with taking your business to the next level? Bill talks with Jim about how to pinpoint when you should be seeking help from a technology service provider.