Tom Borg’s Customer Profitability Manifesto

This is what I believe about running a profitable small business.   

1. If a customer only buys once, that’s not a customer.
2. If you are not attracting the right kind of customers you are wasting valuable resources.
3. The way you communicate with your employees determines your success with your customers.
4. If your potential customers don’t know about your company, or any of your products and services, as far as they are concerned, they don’t exist.   
5. As a business owner, you can choose to always be right or you can be profitable.
6. In today’s world, if you keep on doing what you’ve always done…you will get less of what you’ve always got and eventually could go broke.
7. Too many small business owners prefer comfortable problems vs. uncomfortable solutions.
8. Remember, there are many roads to the mother lode of gold. In other words; there are many different ways to run a successful business.
9. To run a profitable small business, you don’t have to be nearly as smart as you think – just communicate and listen to your clients and employees on a regular basis.
10. If you do not have and use a budget for employee training and development, you are wasting your mostvaluable resource – your people.
11. If you don’t hold your people accountable, you are asking for trouble.
12. If you do not delegate, you will juggle too many responsibilities and struggle to run their business successfully.
13. When it comes to building your small business remember, the question: How do you eat an elephant? One bite at a time and with lots of barbecue sauce!
14. When it comes to your employees – Praise Pays!
15. Customer complaints are one of your most valuable opportunities for growth. Don’t hide from them – embrace them.

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