When you realize that the service you sell is a commodity and everything else that you do is where the value is...is the moment you'll start doing things differently.

We've been in a good to great economy for almost 10 years now and business owners are acting like it.

They don't email back.

They don't call back.

They don't show up when they said they would.

They simply show that they really don't care.

And when the economy goes down, they'll wonder where their business went.