Tag Archive for 'business ownership'
66% - I’ve never regretted my decision to be a small business owner.
13% - Things started off rocky, but I’m now happy with my decision.
21% - It seems my best days as a small business owner are behind me.
0% - I wish I had never done this. What was I thinking?
As you know, in the intervening years since the financial meltdown of 2008, we’ve gone from where survival was seen as success to weathering a long and laborious recovery to maybe, just maybe, starting to get some expansion traction. Any small business owner who’s come through all of that and still in business is the marketplace equivalent of a combat veteran.
As I’ve said many times, small business owners are pathological optimists, operating all in, against all odds, often feeling very much alone, and all for the possibility of just making a living. So after all we’ve been through, and with assorted headwinds still in our face, it’s great to see almost eight of ten of you are happy to be running a small business.

“This is one of those customers from hell.”
That’s what a small business owner said to me during one of my road trips across the country to check on how things are going out on Main Street.
“Ann” was responding to my query about her business. Her full quote was closer to, “Business is good. But right now I’ve got to spend most of the day dealing with this customer from hell.”
When I was a pup commission salesman right out of high school working in big ticket retail, I quickly realized all customers aren’t created equal; there are cool ones, high maintenance ones and impossible ones, like the one Ann was fuming about. My initial reaction was I didn’t like the latter two types and would try to avoid them. But upon more mature reflection I realized that if I was going to be successful selling on commission, I would have to do business with all kinds of customers, not just the easy ones. Honing this perspective over time, I developed the twin pillars of Blasingame’s Difficult Customer Strategy.
Pillar One: Make an extra effort to understand what troubles and/or motivates difficult customers and serve them within an inch of their lives. Most difficult customers will give you points for the effort and very likely their business in the bargain. And here’s an extra effort bonus: When a difficult customer likes you, you’ll have a customer for life, and the most valuable referral source.
Pillar Two: The hellish behavior of some customers typically manifests as excessive demands. When dealing with such people, charge them for their behavior. As I told Ann, charge difficult customers enough so that regardless of their level of maintenance, you hope they come back and ask for everything again. The key is to ask enough questions about their expectations before you set your price. Or at least remember the next time.
One former consulting client of mine could be difficult. Whenever we were face-to-face and he showed me his hellish side, I would exaggerate making a mark on my note pad, which he knew was to remind me to add a difficulty factor fee on his next invoice (he had a different name for it that can’t be used here). Eventually we joked about it, but he knew his behavior impacted his bill. He was a client for years and, difficult or not, I always liked his business.
Write this on a rock … You should never have a customer from hell.
Professionals are people who can do their job even when they don’t feel like it. Amateurs are people who can’t do their job even when they do feel like it.
I like this anonymous quote because it helps me ask this question: What kind of owner are you: a professional or an amateur?
If your driving motivation to be a small business owner is status and control, you’re probably never going to be a professional.
But if you love what you do so much that you don’t want to be anywhere else but in your business, you’ll probably become a professional. You’ll become the kind of owner who shows up even when you don’t feel like it. When the chips are down. When the challenges are so great that they would crush the spirit of a lesser person.
Professional business owners know they own more than just what’s on the balance sheet - they also own their business’s challenges. And when they turn one of those challenges into an opportunity, they know that also belongs to them, which is exciting.
Amateur don’t want the work, they just want the result. Professionals love the entire process, alpha to omega, warts and all.
If you’re going to be in business, you must be in your business.
Professionals know this. Amateurs don’t.