Is Your Data Encrypted, Should It Be and What Does That Mean?

What is encryption?

Encryption is the process of converting data to an unrecognizable or “encrypted” form. It is commonly used to protect sensitive information so that only authorized parties can view it. This includes files and storage devices, as well as data transferred over wireless networks and the Internet.

Who requires encrypted data?

Who does and doesn’t require data to be encrypted is confusing at best.  For example, the main federal health privacy law — the Health Insurance Portability and Accountability Act, or HIPAA — encourages encryption, but doesn’t require it. Maybe the more important question to ask is,

“What data do you control that is considered sensitive data?”


Sensitive data can be any information that if stolen could potentially result in damages to you, your company or customers of your company. Some examples of sensitive data include social security numbers, credit card numbers, financial data, and individuals’ health information.

How do you encrypt data?

From PC World,

Any discussion about encryption needs to start with a different topic: password strength. Most forms of encryption require you to set a password, which allows you to encrypt the file and to decrypt it later on when you want to view it again. If you use a weak password, a hacker can break the encryption and access the file—defeating the purpose of encryption.

A strong password should be at least 10 characters, though 12 is better. It should include a mix of uppercase and lowercase letters, as well as numbers and symbols.

Encrypt your entire hard drive

You probably already have a login password for Windows on your PC, but that won’t actually protect your data if somebody steals your computer or hard drive—the thief can simply plug your drive into another PC and access the data directly. If you have lots of sensitive information on your computer, you want to employ full-disk encryption, which protects all your data even if your hardware falls into the wrong hands. Don’t forget to encrypt your external and USB drives too.

Encrypt your Internet traffic

Sometimes you want to encrypt your outgoing and incoming Internet traffic. If you’re on an unsecured Wi-Fi network (at an airport, for instance), a hacker can intercept the data traveling to and from your laptop, which might contain sensitive information. To make that data useless to eavesdroppers, you can encrypt it using a VPN. A virtual private network creates a secure “tunnel” to a trusted third-party server.

Encrypt your Dropbox (or other cloud storage)

If you or other people in your organization use Dropbox or SugarSync, you’ll be glad to know that those popular cloud storage services already encrypt your data, protecting it in transit and while it sits on their servers. Unfortunately, those same services also hold the decryption keys, which means that they can decrypt your files if, for instance, law enforcement directs them to do so.

If you have any really sensitive files in your cloud storage, use a second layer of encryption to keep them safe from prying eyes. The most straightforward way to do this is to use TrueCrypt to create an encrypted volume inside of your Dropbox.

Encrypt your email

Your email messages can contain some very sensitive information, which makes them a prime candidate for encryption. The level of encryption is dependent on the email system you use. Check with your email service provider for information about the steps you’ll need to take to ensure that your email is encrypted.

Encrypt your Word, Excel, and PowerPoint documents

In Office 2010 and 2013, you can encrypt any Word, Excel, or PowerPoint document the same way: Click File, make sure that the Info tab is selected, and then click the Protect Document button. Finally, click Encrypt with Password, and choose a strong password for your file. Anyone who wants to access this file will need the password. As always, it’s not safe to send the password through the same channel that you use to send the file.

Encrypt your PDFs

Like the Microsoft Office products, Adobe Acrobat X Pro makes encrypting a file easy. The option is in the Tools tab at the upper right, in the Protection section. Click the Encrypt button, and then click the option labeled Encrypt With Password.


It is ultimately up to you whether or not you feel your data should be encrypted. In most cases it is best to err on the side of caution and use encryption to protect the access to your data.

Will Your Company Survive Without You?

I recently took a family vacation with an anticipated return date of a Saturday. The Saturday turned into Sunday (broken plane on a small island). We managed to get the last seats on the last plane out of there before they stopped all flights to our final destination (blizzard arriving the following day). We could’ve been stuck there for an additional 4 or 5 days.

We tend to take it for granted that every day will go fairly smoothly. The inevitable is bound to occur, an illness, a personal crisis, or a family emergency. Do you have systems in place so that your staff can function without you for an extended period of time? We aren’t discussing succession planning that’s a topic for another time. The purpose of this article is to help you to create a plan for a short-term emergency where you may need to be away from the office for a few weeks to a few months at a time

Where to Begin

Handle the short-term needs of your crisis. A business can typically close for a few days without incurring huge losses but beyond that you need a plan. Begin by assessing the critical needs of your business. One key person will need to be authorized to act on your behalf. Break down your business into simple components (income and expense).


You need money to stay in business.

Which means you need to ensure a steady stream of customers.  Plan your marketing weeks in advance. The plan should include the ad to be run and the budget. One key person should understand the plan and how to implement the plan. If you work with a marketing company trust them enough to implement the plan in an emergency.

Who will generate the revenue?

In most small business a very small number of people actually generate the revenue, the rest are support staff. In a pinch, who will take their place? Temporary agencies can supply professionals on a per diem basis. Keep a list handy for your key person and include a list of necessary credentials or experience required. Alternatively discuss contingency plans with a few of your trusted competitors. We all have them, associates in the same boat as you, the primary revenue generator in a relatively small business.


The bills will need to be paid.

You have an accountant. Develop a Plan B that involves hiring your accountant on a temporary emergency basis to assume the role of bookkeeper. I would suggest not utilizing the same individual to oversee both the “income” role and the “expense” role. Providing a system of checks and balances is always a good idea, but more so when you’re absent both physically and emotionally from your business.

Problems & Communication

Problems will occur on a daily basis, disgruntled customers, broken equipment, employee issues just to name a few. Entrust your key employee to communication information to you. Develop a vehicle to relay information. Multiple systems should be utilized and tested in advance, voice, text, and email. If you plan to leave the country, make sure to take advantage of the multitude of apps that will allow you to keep in touch with your staff for little or next to nothing (check out Viber for an example of one app). Your key person should provide a daily update to keep you in the loop. Critical information can be relayed on an as needed basis.

Remember this is meant to be a stopgap and allow the business to continue with a minimal amount of downtime and loss of revenue. You may never need to implement an emergency plan, but if the time comes when you do you’ll be glad you took the time to prepare now.



Why You Need a Social Media Policy

Any company, big or small, needs a social media policy to protect their reputations. Even if your business has no social media of it’s own, social media gaffes made by your employees can have a very real impact on your business. That being said, your employees do have rights and a sound policy will may it clear to your employees what is and is considered acceptable to post online.

What Can Happen?

Something bad will happen; it’s only a matter of time. Prep yourself and your staff on how to handle one or all of the following scenarios.

  • A tweet intended for an individual’s account being mistakenly posted to the corporate account.
  • An inappropriate picture being intentionally or unintentionally posted.
  • An account being hijacked and used maliciously.
  • A fired employee retaining access to a social media profile and using the opportunity to vent their frustrations with no longer being employed.

Developing a Social Media Policy

No need to reinvent the wheel. Here is a list of several companies with sound social media policies that you can review for inspiration.

Wal-Mart’s social media policy has been approved by the National Labor Relations board standards.
Best Buy
The Los Angeles Times

If you need a little entertainment to start the New Year or better yet a little motivation to make sure you add a social media policy to your employee handbook keep reading…

The 10 Worst Social Media Meltdowns of 2013

19 Companies That Made Huge Social Media Fails

Change in the New Year

Out with the old in with the new. Time for a change. Sounds like a great idea, but is it?

Typically we are loath to change until we’re forced to admit that a change is needed. Why do we loathe change? There are any number of reasons.

Reasons why we hate change

1. It requires admitting that we might be wrong.

2. It usually requires extra work, effort and/or time.

3. It usually requires modification.

4. There may be costs associated with the changes.

The #1 reason you probably don’t want to initiate a change?

Your staff is going to hate it, complain about it and find every conceivable reason why it won’t work and it is a bad idea that shouldn’t be attempted or frankly even discussed.

If that sounds like your office, then I have your first resolution of the New Year. Start the New Year on the right foot. It’s time for your staff to get on board. You need to make changes. Change is part of running a business. Call it an adjustment if that makes everyone feel better, but he sooner they understand that you will make “adjustments” as often as necessary to ensure the success of your practice, the better off you’ll all be.

Make sure they understand they have a choice. There’s no easy way to put it, but either they embrace the changes you will be making or they will need to embrace a career change.

Change is never easy but it’s an inevitable part of success. Make sure you remove whatever obstacles are in the way of your ability to change, starting today (or at least tomorrow…that’ll give you at least a day to get used to the idea).

Happy New Year!

Gift Giving Advice for Small Business Owners

It’s that time of year or is it? You’ve been busy, extremely busy. As a small business owner you not only handle or at a minimum oversee everything going on in your business you also have a personal life. And this time of year is extra crazy both personally and professionally. You’ve started to panic because you have yet to think about gifts for employees or send out gifts to clients or to referral sources.

Stop Panicking

You don’t have to wait for the traditional holiday season to give gifts to associates and clients. In fact there’s an argument to be made for choosing an alternate time of the year. Chances are your gift is one of many they’ll be receiving during this time of the year. A thank you that appears in the middle of February all by itself is much more likely to be remembered. Or send a birthday gift instead of a traditional thank you. It’s bound to impress, since it show’s that you’ve bothered to learn a thing or two about the recipient.

Gift Giving is Marketing

Any interaction with a client or referral source should be considered marketing and this should mostly definitely extend to gift giving.

From R. McKenna, Harvard Business Review

There is a paradigm for marketing, a model that depends on the marketer’s knowledge, experience, and ability to integrate the customer and the company. Six principles are at the heart of the new marketing.  The first, “Marketing is everything and everything is marketing,” suggests that marketing is like quality. It is not a function but an all-pervasive way of doing business.

Thinking carefully about a gift for your client or referral has the potential to strengthen the relationship you already have so choose wisely.


Setting Goals

“If you don’t know where you’re going any road will get you there.” Lewis Carroll

  • Do more marketing is not a goal.
  • Increase sales is not a goal.
  • Make more money is not a goal.

If any of these are your idea of “setting a goal” then you’ve got it all wrong.

Setting Goals

The people at Mind Tools have the right idea….

Have you thought about what you want to be doing in five years’ time?
Are you clear about what your main objective at work is at the moment?
Do you know what you want to have achieved by the end of today?
If you want to succeed, you need to set goals. Without goals you lack focus and direction. Goal setting not only allows you to take control of your life’s direction; it also provides you a benchmark for determining whether you are actually succeeding. Think about it: Having a million dollars in the bank is only proof of success if one of your goals is to amass riches. If your goal is to practice acts of charity, then keeping the money for yourself is suddenly contrary to how you would define success.

To accomplish your goals, however, you need to know how to set them. You can’t simply say, “I want” and expect it to happen. Goal setting is a process that starts with careful consideration of what you want to achieve, and ends with a lot of hard work to actually do it. In between there are some very well defined steps that transcend the specifics of each goal. Knowing these steps will allow you to formulate goals that you can accomplish.

The Five Golden Rules of Goal Setting

Set Goals that Motivate You

When you set goals for yourself, it is important that they motivate you: this means making sure that they are important to you, and that there is value in achieving them. If you have little interest in the outcome, or they are irrelevant given the larger picture, then the chances of you putting in the work to make them happen are slim. Motivation is key to achieving goals.

Set goals that relate to the high priorities in your life. Without this type of focus, you can end up with far too many goals, leaving you too little time to devote to each one. Goal achievement requires commitment, so to maximize the likelihood of success, you need to feel a sense of urgency and have an “I must do this” attitude. When you don’t have this, you risk putting off what you need to do to make the goal a reality. This in turn leaves you feeling disappointed and frustrated with yourself, both of which are de-motivating. And you can end up in a very destructive “I can’t do anything or be successful at anything” frame of mind.


To make sure your goal is motivating, write down why it’s valuable and important to you. Ask yourself, “If I were to share my goal with others, what would I tell them to convince them it was a worthwhile goal?” You can use this motivating value statement to help you if you start to doubt yourself or lose confidence in your ability to actually make the goal happen.

Set SMART Goals

You have probably heard of “SMART goals” already. But do you always apply the rule? The simple fact is that for goals to be powerful, they should be designed to be SMART. There are many variations of what SMART stands for, but the essence is this – goals should be:

  • Specific.
  • Measurable.
  • Attainable.
  • Relevant.
  • Time Bound.

Set Specific Goals

Your goal must be clear and well defined. Vague or generalized goals are unhelpful because they don’t provide sufficient direction. Remember, you need goals to show you the way. Make it as easy as you can to get where you want to go by defining precisely where you want to end up.

Set Measurable Goals

Include precise amounts, dates, and so on in your goals so you can measure your degree of success. If your goal is simply defined as “To reduce expenses” how will you know when you have been successful? In one month’s time if you have a 1 percent reduction or in two years’ time when you have a 10 percent reduction? Without a way to measure your success you miss out on the celebration that comes with knowing you have actually achieved something.

Set Attainable Goals

Make sure that it’s possible to achieve the goals you set. If you set a goal that you have no hope of achieving, you will only demoralize yourself and erode your confidence.

However, resist the urge to set goals that are too easy. Accomplishing a goal that you didn’t have to work hard for can be anticlimactic at best, and can also make you fear setting future goals that carry a risk of non-achievement. By setting realistic yet challenging goals, you hit the balance you need. These are the types of goals that require you to “raise the bar” and they bring the greatest personal satisfaction.

Set Relevant Goals

Goals should be relevant to the direction you want your life and career to take. By keeping goals aligned with this, you’ll develop the focus you need to get ahead and do what you want. Set widely scattered and inconsistent goals, and you’ll fritter your time – and your life – away.

Set Time-Bound Goals

You goals must have a deadline. Again, this means that you know when you can celebrate success. When you are working on a deadline, your sense of urgency increases and achievement will come that much quicker.

Set Goals in Writing

The physical act of writing down a goal makes it real and tangible. You have no excuse for forgetting about it. As you write, use the word “will” instead of “would like to” or “might.” For example, “I will reduce my operating expenses by 10 percent this year,” not “I would like to reduce my operating expenses by 10 percent this year.” The first goal statement has power and you can “see” yourself reducing expenses, the second lacks passion and gives you an excuse if you get sidetracked.

Tip 1:

Frame your goal statement positively. If you want to improve your retention rates say, “I will hold on to all existing employees for the next quarter” rather than “I will reduce employee turnover.” The first one is motivating; the second one still has a get-out clause “allowing” you to succeed even if some employees leave.

Tip 2:

If you use a To-Do List, make yourself a To-Do List template that has your goals at the top of it. If you use an Action Program, then your goals should be at the top of your Project Catalog.

Post your goals in visible places to remind yourself every day of what it is you intend to do. Put them on your walls, desk, computer monitor, bathroom mirror or refrigerator as a constant reminder.

Make an Action Plan

This step is often missed in the process of goal setting. You get so focused on the outcome that you forget to plan all of the steps that are needed along the way. By writing out the individual steps, and then crossing each one off as you complete it, you’ll realize that you are making progress towards your ultimate goal. This is especially important if your goal is big and demanding, or long-term. Read our article on Action Plans for more on how to do this.

Stick With It!

Remember, goal setting is an ongoing activity not just a means to an end. Build in reminders to keep yourself on track, and make regular time-slots available to review your goals. Your end destination may remain quite similar over the long term, but the action plan you set for yourself along the way can change significantly. Make sure the relevance; value, and necessity remain high.

Key Points

Goal setting is much more than simply saying you want something to happen. Unless you clearly define exactly what you want and understand why you want it the first place, your odds of success are considerably reduced. By following the Five Golden Rules of Goal Setting you can set goals with confidence and enjoy the satisfaction that comes along with knowing you achieved what you set out to do.

So, what will you decide to accomplish today?



An Update on PQRS

Must be something going on regarding PQRS, I’ve had more questions regarding PQRS in the past week than I have in the past year, so here’s an update.

PQRS and Medicare

Physician Quality Reporting System (PQRS) changes will impact future Medicare reimbursement for audiologists billing for Medicare Part B. According to the proposed 2013 Medicare Physician Fee Schedule rule, the Centers for Medicare and Medicaid Services (CMS) will deduct 1.5 percent per claim from all 2015 Part B payments to eligible health-care professionals, including audiologists, who do not meet the satisfactory reporting requirements to report at least one applicable PQRS measure for Medicare covered services in 2013. In other words, you must participate in PQRS in 2013 in order to avoid a payment reduction in 2015.


ASHA has written several informative articles related to PQRS.  Start here, “Audiology Physician Quality Reporting System (PQRS) Frequently Asked Questions”. And then move on to The Audiology Quality Consortium (AQC).  They’ve developed a resource regarding PQRS reporting titled, Audiology Consortium:PQRS Measures.

On a final note, please heed the phrase, “Don’t kill the messenger!” We provided this information in case you weren’t aware of the upcoming changes. Please remember, we provided it, we didn’t create it and we agree that one more set of regulations is not what the doctor ordered.

Staying the Course

“Winners never quit and quitters never win.” Vince Lombardi

(By the way this quote actually belongs to Napoleon Hill, not Vince Lombardi, but if I had put his name down and not Vince Lombardi’s name I would’ve heard about it from someone.)

Sorry Mr. Lombardi and or Mr. Hill, but you’ve got it all wrong, only idiots never quit. In reality more people would reach the pinnacle of success if more people would learn when it’s time to quit.

The Conventional Wisdom is Wrong

Our philosophy surrounding “quitter’s” is ruining generation after generation of individuals forced to choose, sometimes at a very early age the path that they must go down. And once that path is chosen all other doors are closed. The emphasis and focus is placed on that one path…failure is not an option.

We’ll pretend the quote above came from Vince Lombardi so I can use a football analogy. Every single person who has ever played football has not made it to the NFL. It’s quite possible that there were a few who wanted to quit somewhere along the way, at the midget level, high school or college level and try something else. And they may have succeeded at that something else beyond their wildest expectations but they were too afraid to quit and be seen as failure to try another path.

Quitting doesn’t mean you’ve failed, it’s means you understand that staying the course is futile. Society places a preference on the status quo and quitters rock the boat. In many instances quitter’s function as eye openers to problems that exist, problems we’d all prefer to ignore.

Your Business Strategy and Quitting

Are you guilty of any of the following?

  • Keeping an employee for too long because you’re sure they’ll get better or you’re positive you can “fix them” given enough time.
  • Running the same marketing campaign over and over because you’re sure it’ll work this time and you’ve already invested a significant amount of time and money on this campaign.
  • Keeping a satellite office open even though it’s losing money hand over fist and draining you emotionally and physically because closing it might make you “look bad”.

Successful entrepreneurs focus better and quit more often. They know what they should be focusing their time, energy, and money on and they quit the rest.

Read this article by Mike Rowe, yes he’s the host of the TV show “Dirty Jobs”. It’s a great read about staying the course and why it’s oftentimes a bad idea.

“Staying the course” only makes sense if you’re headed in a sensible direction. Because passion and persistence – while most often associated with success – are also essential ingredients of futility.” Mike Rowe

How Do You Know When It’s Time To Quit?

“Admitting and learning from mistakes can be far more valuable than persistence and perseverance.” Jeff Hade

From Seth Godin

  • It’s time to quit when you secretly realize you’ve been settling for mediocrity all along.
  • It’s time to quit when the things you’re measuring aren’t improving, and you can’t find anything better to measure.
  • Smart quitters understand the idea of opportunity cost. The work you’re doing on project X right now is keeping you from pushing through the Dip on project Y.

Seth Godin also answers the following questions in a way that will really make you step back and think.

  • Question: How can a company quit a product and not give the incorrect signal that it’s quitting the market?
  • Question: What’s more powerful: a short-term pain or long-term gain?
  • Question: Do most companies quit too early or try too long?
  • Question: Should Microsoft quit the MP3 player market?
  • Question: Should Apple quit the personal computer market?

Life throws enough curves at you without looking for trouble. This is not an excuse to try nothing new, try everything, but learn your limits. Learn how to step back and objectively evaluate any given scenario. And most importantly learn when it’s time to quit.

“Do not be embarrassed by your failures, learn from them and start again.” Richard Branson


Preparing for Uncertainty in Business

Death and taxes….the only certainties in life.  Why anyone thinks its going to be any different when you decide to open a small business is not clear to me.

John Boitnott wrote a great article that was published recently in Inc. magazine, it’s worth sharing.

There’s just no way to completely prepare for the future of your business. All you can do is stay up to date on current trends, forge quality relationships and above all, never assume.

If you’ve been in business for decades, you understand that circumstances change and unforeseeable events occur. While you can’t read the future, you can make smart choices to prepare well for it. Not only will this provide you peace of mind, but you’re more likely to respond quickly and effectively when trouble strikes.

What Causes Uncertainty?

As much as we desire control and predictability, uncertainty is a permanent fixture in business. While conditions may seem unfair at times, it’s important to remember that most people are exposed to the same effects. A brief look at various facets of business shows that at least three uncontrollable factors can have a profound effect on your operations:

Economic conditions

If the recent recession taught us anything, it’s that small mistakes compounded over time and across the nation can have drastic consequences. When an entire nation’s economy hits a rough patch, this may require companies to cut back on resources, hiring, and expenditures. Have a plan in place.


Whether it’s a flu bug traveling through the office or a more serious global issue like the Ebola outbreak, illness is something you can’t plan for but it can lead to serious consequences.

Shifts in consumer behavior

One reason many businesses eventually have to close up shop is that consumers demand change. A product that satisfies a need or addresses a pain point in the present may not do the same in six months, a year, or five years.

Preparing for Uncertainty: Practical Tips

By nature, not all future events can be fully prepared for, but you can equip your company with the tools necessary to fend off potential threats by developing specific plans for certain situations. Here are some practical tips designed to help your company prepare for the unknown:

  • Stay in the now. It’s easy to get caught up in your own little world or bubble, but that’s an important trap to avoid. One of the best ways to combat financial uncertainty is to stay abreast of economic indicators. By educating yourself on the general state of the economy, what decisions are being made at the national level, and how economic forecasts might affect your industry, you can put yourself a step ahead of others.
  • Prepare for multiple outcomes. It’s wise to stop assuming the most likely outcome will turn up at the conclusion of every situation. A successful company prepares for multiple outcomes regardless of what’s expected. Foresight enables you to respond effectively in all circumstances. The best way to prepare is to include all departments and employees in the planning process. You’ll get fresh, unique perspectives that are more likely to result in critical and innovative thinking.
  • Consistently review. A forward-thinking company understands the value of analysis. Are you consistently reviewing your business plan to ensure it is current? This is a particularly helpful way to combat changes in consumer demands. If your business plan is still addressing the needs of customers as they were five years ago, the odds are it’s out of date and in danger of extinction.
  • Build relationships. In times of real trouble, is a computer going to help you regain solid footing? It’s possible, but unlikely. What you really need is support from peers and partners. The best investment you can make for future stability is relationship building. Whether it’s tough times in a struggling economy, a lack of resources, or changes in demand, healthy business relationships can help you weather the rough patches.

You’ve heard it said many times: the only certainty in life is change. This is particularly true in business, where unpredictably has been at an all-time high in the past decade. Are you properly prepared for the uncertainty into which your company is surely headed?


Advice to Small Business Owners

Running a business is never going to be easy.  I used to keep a sign in my office that said….

“The only thing more overrated than natural childbirth is the joy of running your own business.”  

With that in mind and in consideration of the fact that summer is coming to a close use the advice below to get motivated, regroup, reorganize and re-focus.

  1. Leadership is a potent combination of strategy and character. But if you must be without one, be without the strategy. – Norman Schwarzkopf
  2. A meeting is an event at which the minutes are kept and the hours are lost. – Unknown
  3. Business opportunities are like buses, there’s always another one coming. – Richard Branson
  4. There’s no shortage of remarkable ideas, what’s missing is the will to execute them. – Seth Godin
  5. Change is not a threat, it’s an opportunity. Survival is not the goal, transformative success is. – Seth Godin
  6. Even if you are on the right track, You’ll get run over if you just sit there. – Will Rogers
  7. Leadership is the art of getting someone else to do something you want done because he wants to do it. – Dwight Eisenhower
  8. Every accomplishment starts with a decision to try. – Unknown
  9. People rarely buy what they need. They buy what they want. – Seth Godin
  10. A man should never neglect his family for business. – Walt Disney
  11. The successful man is the one who finds out what is the matter with his business before his competitors do. – Roy L. Smith
  12. The true entrepreneur is a doer, not a dreamer. – Unknown
  13. Surviving a failure gives you more self–confidence. Failures are great learning tools… but they must be kept to a minimum. – Jeffrey Immelt
  14. The new source of power is not money in the hands of a few, but information in the hands of many. – John Naisbitt
  15. Hire character. Train skill. – Peter Schutz
  16. Don’t worry about people stealing your ideas. If your ideas are any good, you’ll have to ram them down people’s throats. – Howard Aiken
  17. The worst part of success is to try to find someone who is happy for you. – Bette Midler
  18. The NBA is never just a business. It’s always business. It’s always personal. All good businesses are personal. The best businesses are very personal. – Mark Cuban
  19. Once you free yourself from the need for perfect acceptance, it’s a lot easier to launch work that matters. – Seth Godin
  20. It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change. – Charles Darwin
  21. Instead of wondering when your next vacation is, you ought to set up a life you don’t need to escape from. – Seth Godin
  22. I don’t pay good wages because I have a lot of money; I have a lot of money because I pay good wages. – Robert Bosch
  23. Your most unhappy customers are your greatest source of learning. – Bill Gates
  24. Those who say it can not be done, should not interrupt those doing it. – Chinese Proverb
  25. The absolute fundamental aim is to make money out of satisfying customers. – John Egan
  26. Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. – Zig Ziglar

And my personal favorite….

Opportunity is missed by most people because it is dressed in overalls and looks like work. – Thomas Edison