Cynthia Kay

Cynthia Kay is a passionate spokesperson for small business- speaking, teaching and coaching … all while running an award-winning company. Cynthia Kay and Company produces high-quality communications that are used on the national and international scene.

I make my living as a media production and communications consultant so it is natural that words are important to me. They are critical to communicate a message precisely, make sure that the tone is accurate and obtain the desired results. But words are funny things. Meanings can change over time. New words find their way into the dictionary (or Wikipedia). Some words disappear never to be spoken again. 

If you don’t mind a huge generalization, I believe that small business owners are an upbeat and positive group. You have to be to start and run a business especially during uncertain economic times. This week when the National Small Business Association (NSBA) released its Year- End Economic Report for 2015, the results were interesting.

Do you sometimes feel like the person or organization that you are buying from acts like they are doing you a favor? I do. You go into a store and literally have to tackle someone to help you. You call a company and don't get a call back for days. You get the distinct impression that you are an inconvenience rather than a customer. We have all had those experiences. Several recent events have caused me to think about this whole area we call “customer service” or the now popular term “customer experience.”

I am not much for resolutions. But, in the spirit of the New Year I would like to offer one that makes a lot of sense for small business owners. First, here is a little history. Over many years small business owners have been working to get some certainty about tax credits and deductions. Some will know this as “tax extenders” others might know Section 179 expensing. Essentially, small business owners have been working to try and get Congress to make some of the provisions permanent or to at least get multi-year extensions.

I am not talking about holiday shopping. I am talking about “shopping” for your business. Last year, I like many individuals waited, and waited and waited for word about the expired tax extenders. Just in the nick of time, tax extenders were approved. Of course by that time many did not have time to shop.

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