By Jon Swanson I rented a car on Hotwire. They gave me Avis as the best price. We got to the airport and the counter person said, “would you like a free upgrade to a convertible?” I was still flying and so I hesitated. “The weather will be much nicer this weekend,” she said. I […]

By Jon Swanson You wonder about your customers, whey they don’t come back, why they choose others. But look at how you function… as a customer. Not for your business, but for your personal life (and I know, small business owners have no personal life. But just pretend with me for a moment). When you […]