The companion book to the course Customer Service & Client Communication for Small Teams: all fifteen lessons as a 123-page PDF, each with its sources. Five parts: What Customers Actually Judge · Clear Before Kind · Policies, Limits and Saying No · When It Goes Wrong · Limits, Steadiness, and the Service Book. You finish by building your own Service Book.
A PDF you download right after you buy. Read it on any phone, tablet or computer, or print it if you'd like a paper copy.
The companion book to the course Front Desk & Client Intake Excellence for Small Teams: all fifteen lessons as a 133-page PDF, each with its sources. Five parts: First Impressions, at the Counter and on the Line · Intake, Forms, and the Client's Path Through the Desk · The Book · Messages, Handoffs, and Money · Privacy, Memory, and the Desk Guide. You finish by building your own Desk Guide. This book is not legal or financial advice. Where the law comes in, it points you to the owner, the payment processor and the business's attorney.
The companion book to the course Harassment Prevention & Respectful Workplace for Small Teams: all fifteen lessons as a 133-page PDF, each with its sources. Five parts: What Respect at Work Means, and What the Law Means · The Policy and the Path · When It Happens · For Owners and Team Leaders: Responding Well · Keeping Respect Alive. You finish by building your own Respect at Work Binder. This book is not legal advice. It isn't built to meet any state or city training requirement, and reading it doesn't mean your business has met one. The pages that touch the law tell you to have HR or an employment attorney review them before you use them.
Occasional notes on running a small business without a back office — what the numbers actually say, and what to do about them. No schedule, no filler.