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It is interesting Rachael. So how did you respond? My gut instinct is to say business is great even when it might not be.

Email me how you responded to them. And how was the trade show?

I agree, many businesses drop the ball AFTER the consumer purchases. The concept of repeat customers seems to be lost on businesses at times. In fact they spend more times trying to win back lost clients then stopping the leak at the spot. I saw that a lot when I worked at AOL and Microsoft.

If the consumer is too busy to listen or read then the business must work that much harder to make it that much easier for the consumer to understand. This is not an issue that's going away. And Indie Professionals cannot afford to loose clients like the big companies.

Sadly if we look to politicians for more effective sound bites we might keep the consumer's attention long enough to deliver our information.

I'm sorry I disagree.

I believe customer service starts way before the customer even comes to your door. If the customer does not understand what they are buying that is the fault of the business not the customer. It means the business is not looking at it from the customer's perspective and not providing adequate and simple usability so that the customer can understand what they are purchasing.

In my opinion that is one of the biggest mistakes businesses make. They design their display, systems, and products within a bubble and do not consider appropriately the consumer and their needs.

Customer service should be end to end. Not once the consumer has paid for the item or service.

I struggle with that in my business as well. How can I make sure my clients understand what they are getting and why they should choose me. If my site is confusing that is my fault not theirs. I have to improve it and my interactions with the client all the time.

Also there is a fine line in the consumer mind between bad directions on what they are buying and manipulation. Example how often have we all gotten legalese from Insurance companies in fine print telling us all our rights. This is manipulation and not in the consumer's best interest but in the companies. This is also what makes that kind of company the enemy and not your friend.

A good business in my opinion needs to bring the barriers down not raise them or make them confusing.

Actually, I do not believe it is a factor of "amateur". Because I see big business do this as well. One example are the cell phone companies here.

Recently I was due for my contract to be up with Verizon Wireless. However the month prior I added a small thing to my plan. They did not tell me that change would extend my contract another year. Instead they sent me a letter asking me to respond if I did not like the terms.

To me this kind of customer service drives away customers. Rather then making passionate users they are sowing the seeds of discontentment which will eventually lead to my leaving their service.

The small lapses we make in our businesses can have large impacts in the growth and revenue of our companies. Customers remember and don't forgive past a certain point.

Another example might be a restaurant. It only takes one bad meal, one bad example of service, one hair in the food to loose a client for life.

And one turns into ten when referrals are involved. Referrals can work in reverse as a bad reputation.

Ah, see, there seems to be two camps. One, where working with and referring friends is a sign of loyalty and support. The other, were to be a good friend, friends separate business from their friendship to protect that relationship.

I hope I am getting it right. I can see both sides of the discussion. I really want my friends to succeed and if I can help them get more business then I will. Also I know that the best people to look out for my interests are my friends.

But on the flip side what if you don't feel your friend is right for the job or they aren't doing what you need from them. How do you "let them go" and still maintain that friendship?

It's a sticky situation. I would like to find a middle ground, any ideas anyone?

Kevin, those are some great lessons, thank you. Being a business owner is hard work, sometimes things are really good and sometimes really bad. I think about my business 24/7. Will I will have any business next month and be able to pay my bills? Am I doing all I can for my clients? Is my website robust enough and helpful and who is it targeting?

I would also suggest that surviving is not only about money but about balance in your life. At some point spending so much time focusing on your business throws the rest of your life off kilter. But how do you de-stress and take it easy when you worry about money and the ongoing survival of your business? These are questions I battle with all the time.

It is a very common dilemma we face as entrepreneurs, when asked how business is going, to say it is going really well, even if it is not.

I know in Real Estate this is a big issue. We are taught that not only must we say we are successful and busy but we must show we are doing really well, image is reality. This can be in the form of the cars we drive, clothing we wear, or homes we live in. Everything about us must scream we are the best and are very successful because given the choice clients want to work with the most successful people.

But this is a lie. Most real estate agents are not making lots of money. Only 10% of the real estate agents are doing 90% of the business and this is not a confirmation they are the best just the most well connected.

I struggle with this all the time. Sometimes I may have three sales in a two month period which gleans me $7000.00 all together, but then often nothing for four months. This is the feast or famine syndrome. My bills need to get paid and my marketing needs to continue regardless as to whether I have business or not. We are always looking down the road for new clients.

So this question is close to home. Do we present a facade or are we authentic and say "you know business is slow for me right now." And not being massively successful does not equate with being unqualified.

This is all good conversation.

I think we talk a lot about being entrepreneurs but also need to talk about what it takes to make that step from our 9 - 5 to the "out on our own" status. For some, it's immediate, for others it's gradual, and for others we might have to go back to a 9-5 to gather more finances; but keeping true to the vision of being Indie professionals.

Whatever situation we are in I think we as a Biznik community need to bring this into the stark light and really acknowledge the struggles as well as the rewards and hopefully find solutions. I for one sometimes feel there is a shame factor to not being a success right out of the gate. It?s good to know others find the same challenges.