So many people in charge of a business think they also control their customers. Unfortunately for them, they do not, as in reality, the customer is in charge of their business, and the sooner the person in charge realises it, the more prosperous the company will be.

It’s a myth that any customer is yours; although they can be for a while but, sooner or later, you will lose them if you don’t adhere to the fundamental law of customer service.

Get this right; then you can grow your business to any size you desire; get it wrong, and then you are just another supplier struggling to compete.

I have heard owners of businesses say, “If it weren’t for the customers, we would be having a good day.” And if an employee hears that, then the company is doomed.

Automation seems to be the in-word at the moment! Let the customer scan their goods themselves and go.

It’s getting to be the norm now to speak to a robot.

The problem that will affect any business is in the coordination of implementing the systems; most companies will get left behind, not just the small ones; even the big ones get it wrong and can never catch up.

Others are so far in advance that they have totally misunderstood that their customer is not ready for such an abrupt ending of how they have done business in the past, alienating the customer in the race to progress.

I urge the card-only businesses to do a risk assessment and re-implement cash as well, and the same goes for the customers, as when the machines are switched off, they are all ****, and big brother has a complete hold over you.

My book has so much information, from the front cover to the back. Even the content on those two pages can be implemented, giving you a complete charge over your business.