Jim and Joanna talk about "Customer Service Week", a nationally recognized week focused on customers. They discuss the difference between customer service and customer care.

JoAnna and Jim talk about how easy it is today for small businesses to stand out and actually dominate just by delivering "wow" customer service.

Jim and JoAnna talk about how important it is to take care of customers. JoAnna defines poor service and what you can do to make a positive experience for your customers.

JoAnna and Bill talk to Jim about how to improve our customer loyalty by doing a better job of hiring and motivating good employees, and training them about customer care practices.

After a discussion about the difference between customer care and customer service, including some customer care nightmares, JoAnna and Jim talk about the importance of developing leadership in your organization as you deliver "customer care" to your customers.