Everything you need to know about setting up, managing and growing small businesses. Veterans, as well as newbies share their stories and valuable lessons.

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.

“He’s fast on his feet” or “She has a clear head on her shoulders.” “He’s definitely a thought-leader in the industry.” These current kudos pique a leader’s attention. After all, leaders look to hire, promote, and listen to those who think clearly and communicate well.

But what if you’re naturally quiet and slow to speak up in a crowd?  How do people really gauge how well you think—particularly when your interactions are brief and infrequent?  Can you still convey the same sense of being an astute, clear thinker as your more outgoing colleagues?

I think you can.

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