A reader review called Undisruptable 'the most cracking read since Shirley Conran banged out Lace in the 80s.’

It was made into a 1984 TV mini-series, and its trademark dialogue line was rated one of the best lines in TV history. Delivered by actor Phoebe Cates, its power is magnified by the huge silence she left mid-sentence.

We look at that, and the other ways silence can be a powerful communication tool: in speeches, sales negotiations, talking to staff, and sorts of other areas.

Yep, guilty, I did shoot the guy. 

I can't relate to business inspo from Olympic champions because they inhabit a different universe.

Nick Kyrgios is OK with not winning Grand Slams, even though that makes people angry.

"It's not your life, it's mine," he says.

Which is an essential life lesson for everyone. What a legend.

Why you can share too many feelings. 

Why a focus on error punishment is bad for your business.

Why the secret of successful businesses is a great 2ic.

And lots more lessons from Celebrity Apprentice Australia.

It's a line my friend has used to guide his staff for years, and it's an essential distinction.

Service is telling people what they need to know, in a polite, constructive fashion.  Not what they want to hear.

And a lot more.

This week, we look at how a service mentality is essential right through your organisation, not just for the people who talk to clients.

Firing clients isn't something you should do often, but you need it in your emergency toolkit to show that you have your staff's backs. Here's our experience of firing an abusive customer.

One of the best things in life is getting the chance to work with experts in all sorts of fields and learn from them. Now Undisruptable has gone off to the presses, here are some things I learned about working with a major publisher.

Lots of customers aren’t as good at using your product as you expect.

That product is your whole world, and you have the specialist skills.

Customers like me don’t. We can be stupid, distracted, impatient, half-drunk, or all those things.

Make it simpler for us. We don't have the time or energy to read instructions or explore your exciting world of options.

Here's why your product should be more like a rice cooker.

So many people are in power-save mode now.

No spark. They're just going through the routines.

See what the market, the government, your competitors do.

Wait if you want. But be prepared to hit 2022 and realise you missed some of the biggest opportunities of your business life.

There's a lot of advice on how to keep your business alive after government subsidies end, and most of it suits businesses that ... aren't too badlty affected.

So this week, a look at the brutal reality for sectors like tourism, events, the arts and entertainment. And six realistic tips that might help you survive.