Did you miss any of my blog posts from around the Net this week? No worries, just read on below.

Do you really know how your employees feel about working for you? If you want to keep them, you’d better. Get the scoop in my post on Anita Campbell’s Small Business Trends.

We all know consumers are going mobile–when shopping, that is. But what are they buying and on what devices? Find out in my post on Network Solutions‘ GrowSmartBusiness blog.

Do you use content marketing to attract customers? (Or are you not even sure what “content marketing” is?) Learn how well different types of content work in my post on AT&T‘s SmallBusiness InSite.

Maybe you use Facebook ads. How well do they work for you? Find out what other business owners think in this Huffington Post Small Business post.

What’s up with Generation Y entrepreneurs (and intrapreneurs)? Get the scoop in my post on American Express OPEN Forum.

And, in the words of Nike ads, if you’re thinking about starting a business, stop thinking and “just do it.” Read my post at SCORE‘s Success Blog for inspiration.

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Do you sometimes feel your small business can’t compare with today’s giants– Amazon, Apple, Facebook and Google? Try learning from them instead. In today’s guest post, Phil Simon

In case you haven’t noticed, four platform-based companies have fundamentally altered the business landscape, and the rest of us would be wise to adapt. Amazon, Apple, Facebook and Google, aka the Gang of Four, thrive in a state of constant motion. They invite third parties to participate in their business in unconventional and collaborative ways. They harness the potential of emerging technologies. They change the way people behave and think. They welcome risk, experimentation, and change.

No matter what your business does and how big it is, you can learn to be more like these four companies. Based on their business models, here are six lessons you can learn and apply.

1. Keep reinventing yourself.

In the Age of the Platform, companies that constantly reinvent themselves lead the pack. Keep adding planks to your platform. Start a newsletter. Become an expert at an online industry forum. Add new services or features to your suite of offerings. Find an underserved market niche and modify your product/services to fill their need. Write a white paper. Team up with a complementary business and share customers. Revamp your website. Whatever you do, don’t stand still. The moving target survives.

2. Curate your customers.

Apple curates many passionate users and turns them into partners (app developers for their iPhone and iPad) who pay back profits. Win-Win. How might your customers generate profit for you? Maybe you offer a reward for referring a new customer. Or create a wiki that enables customers to suggest new product lines. Think of new ways to get your customers expanding your brand for you. In the Age of the Platform, the fundamental relationship between a business and its customers is changing.

3. Let others’ platforms do the work.

The Gang of Four shares each other’s platforms; iTunes has its own Facebook page, for example. There are so many free and low-cost tech tools designed to build or expand your platform that you don’t have to reinvent the wheel. Content management systems like WordPress, Drupal, Joomla, and others enable you to add planks such as blogs, plugins, widgets, integrated social networks, podcasts, videos, and the like. Groupon can bring customers to your business. Salesforce.com enables a small company to act and operate like a big one. Sites like eLance allow you to connect with low-cost specialists of almost any vocation. All of the popular social media sites offer great free branding tools. Sites like Kickstarter enable entrepreneurs to test new product ideas in advance.

4. Expand in all directions.

What if Google had been satisfied with just being a search engine, or Apple had only made computers? Great platform companies understand that the more high-quality services and products you offer, the more customers and growth opportunities you’ll attract. Diversifying invites serendipity and makes your company more resilient to unexpected changes in a market. Find something your company does really well and then use that as a starting place for a brand new endeavor. Perhaps you translate all of your marketing materials into Russian to serve the local Ukrainian community. You never know which new path will lead to unforeseen success.

5. Be sticky.

Attracting customers with your great products and services is step one. But getting them to stay with you–and only you–is the ultimate goal. With the launch of its Kindle Fire, Amazon just got stickier by making it easier for users to shop at Amazon and consume media and entertainment at Amazon than anywhere else. How can your business lure in customers and keep them there? With amazing customer service, follow-up, regular email specials, or contests? With interactive features at your website, birthday coupons, or preferred customer perks? Make it hard for your customers to want to go anywhere else.

6. Move quickly, and make small bets.

If you see an emerging need or trend in your industry, be the first one on your block to blog about it, ask your customers about it, and turn it into a new offering. You don’t have to sink a lot of money into this new endeavor, but you do need to act decisively to beat your competitors. The worst that can happen is you’ll fail. But you’ll know how to improve it before any of your competitors do. Being first fearlessly is a characteristic of successful platform companies.

Phil Simon is a recognized technology expert who advises companies on how to optimize their use of technology. A sought-after speaker and media personality, he has written a critically acclaimed new book called The Age of the Platform: How Amazon, Apple, Facebook, and Google Have Redefined Business.

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I don’t mean to be brutal, but there’s something you’re no good at–and it’s time to face up to how that might be hurting your business.

Let me explain. As business owners, we typically start our businesses based on a passion for something we love to do. Maybe it’s a hobby, an interest or a job we used to do for someone else and now want to do for ourselves. But while we may be good at that thing we have a passion for, we typically aren’t good at all the other elements that are needed to turn that passion into a business. You might be the world’s greatest lawn-care genius, but that doesn’t mean you’re the world’s greatest bookkeeper.

Since few of us are good at everything, the key to small business success is identifying what we’re not good at—and doing something about it.

Here are some key areas that are essential to business success—and where you might have a weakness:

• Accounting, bookkeeping, taxes
• Legal, incorporation, compliance, contracts
• Sales, lead generation, CRM, closing
• Marketing and advertising, market research, marketing strategy, creative
• Management, HR, hiring, operations
• Strategy, business planning, partnership, business development
• IT, website design and development

Of course, the first step is to acknowledge where your weaknesses are. Some of them may be obvious to you; others may be blind spots. Ask people you trust, whether that’s your employees, business partners or friends and family, for their honest opinions. Then listen. This might require letting go of some long-held beliefs. If you’re convinced you’re the world’s greatest salesperson, but everyone you ask says otherwise, it’s probably time to admit you might…stink.

The good news is that today, it’s easier than it’s ever been to fill in your weaknesses. While in the past you might have had to hire a full-time accountant or HR person to manage these areas, you can now choose from a wide range of options. Yes, you can still hire in-house staff. But you can also outsource to a consultant (either local or across the country), use simplified hiring tools like online job boards, or develop a team of “virtual” employees without having to spend money on office space or equipment.

Of course, another approach is to learn how to handle all (or at least some) of your weak areas yourself. You can take a class at a local community college or adult education center, enroll in the many webinars you’ll find online, or visit your local SCORE office or Small Business Development Center to get free, expert help that can make you an expert in just about every area of your business. And that is good.

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Two national small business advocacy groups–the Small Business Majority and Main Street Alliance–have filed an amicus brief with the United States Supreme Court opposing the lawsuit attempting to repeal the  Affordable Care Act.

The organizations contend that the federal healthcare law, the Patient Protection and Affordable Care Act, will benefit  the country’s 28 million small businesses.

“We want to ensure the Supreme Court knows the Affordable Care Act includes a number of provisions that will help small businesses obtain more affordable health insurance,” said John Arensmeyer, CEO of Small Business Majority. “The best way to serve small business owners is to help them understand, participate in and benefit from the changes already underway, not tear down policies aimed at helping them.”

“The Affordable Care Act does a lot to help small businesses,” said Jim Houser, owner of Hawthorne Auto Clinic in Portland, Oregon and Main Street Alliance steering committee member. “It gives us more bargaining power, it holds insurers accountable, and it makes sure everyone is pitching in. This court challenge threatens to take all that away. There are plenty of ways to move forward on making healthcare work for small businesses – throwing out the ACA and forcing us back into the same broken healthcare system we were stuck with before is not one of them.”

The organizations contend that the Affordable Care Act’s small business tax credits, state health insurance exchanges, minimum medical loss ratio requirement and other provisions offer small businesses some relief from the costs that are hindering their growth and success. They believe repealing the law would once again mire small business owners in a system that threatens their competitiveness, discourages entrepreneurship and makes them unable to play their historical role as the country’s primary job creators.

What do you think of the advocacy groups’ efforts? Do you support or oppose the Affordable Care Act–and do you think it will help or hurt your small business?

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Have you missed any of my posts around the Web this week? Read on for a quick roundup.

Why do female small business owners have more trouble getting financing? The answer could be traced back to the scarcity of women on corporate boards. Get the connection in my post on American Express OPEN Forum.

Have you tried Facebook ads and, if so, did they work for you? Find out what other business owners think about advertising on Facebook in my post on  Huffington Post Small Business.

How about selling products on Facebook? Few businesses have tried, but new data show consumers might be readier than you think to embrace buying on the social media site. Check out my post on Huffington Post Small Business to learn more.

Are your sales in a slump? Looking at your business with a fresh perspective can show you customers you might be missing out on. Find out more in my post on the SCORE Success blog.

How is consumer confidence? It depends on who you ask. See how optimistic different age groups are feeling in my post on Anita Campbell’s Small Business Trends.

Need tech employees to power up your website? Finding them may not be as simple as you think. Get the skinny in my post on Network Solutions‘ GrowSmartBusiness blog.

If you’re selling BtoB, you know “content marketing” is all the rage. Find out how to make content marketing work for you in my post on AT&T‘s SmallBusinessInSite.

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Have you ever struggled to deal with an angry customer in the best way for your business? In today’s guest post, customer service expert John Tschohl shares his advice for handling the situation in a way that benefits both your business and the customer.

Most of us have been there at one time or another and most likely don’t want to ever go back.  Whether it was over the phone or in person, and regardless if a product was flawed, a delivery was late or a charge was inaccurate, dealing with an irate customer isn’t fun in any situation. How you deal with that customer will determine how he or she feels about your business.

When most people come in contact with an irate customer, their first instinct is to turn and run. Dealing with a customer who has a problem and is upset about it can be more than a little daunting. With the proper perspective, however, you will see that the customer’s complain is actually an opportunity to put your best foot forward.

Customers who have complaints are a blessing in disguise. They are letting you know where you and your business have flaws, and are providing you with the opportunity to correct them. When you do, you will see increased customer loyalty, revenues and profits. It’s a win/win situation. In fact, you should be more concerned with the customers who don’t complain than with those who do.

Dealing with irate customers and solving their problems is a critical element of providing great service. When dealing with an irate customer, train your employees to follow these steps:

• Listen carefully and with interest to what the customer is telling you.
• Apologize without laying blame, regardless of who is at fault.
• Put yourself in the customer’s place, and respond in a way that shows you care about his or her concerns. Use phrases such as, “I understand that must be upsetting,” or “I don’t blame you for being upset; I would feel the same way.”
• Ask pertinent questions in a caring, concerned manner, and actively listen to the answers.
• Suggest one or more alternatives that would address the customer’s concerns.
• Solve the problem quickly and efficiently, or find someone who can.

Using these steps will quickly calm most unhappy or angry customers and allow you to address and solve their problems. Patience and tact is the key.

It’s important when a customer is making outrageous statements and throwing a fit that you remain calm. Do not take those statements personally. Apologize, take the blame, and empathize with the customer. Then go and solve their problem.

Just as important as what you and your employees should do, there are four things you should not do:

• Don’t directly challenge someone who has a complaint and is angry. Even if that customer is wrong, don’t attempt to prove it. Your goal is to solve the problem, not to enter into a debate on the merits of the complaint.
• Don’t let the conversation wander or get off the topic. Solve the crisis at hand without looking for, and finding, additional problems.
• Don’t participate in fault finding. Shifting blame doesn’t help anyone.
• Don’t let your personal feelings get in the way. Stay cool and use courtesy and tact to defuse the situation.

When you successfully handle irate customers and their complaints, you will be rewarded with a satisfied customer who will be loyal to you and your organization. That loyalty will have a positive impact on your organization’s bottom line and make you look like a hero.

John Tschohl is a customer service strategist who has been instructing and motivating employees, managers, supervisors and company CEOs for 39 years.  He’s been called the “Guru of Customer Service” by USA Today and TIME magazine.  He is a bestselling author of six books, including his latest release, Achieving Excellence Through Customer Service. Tschohl is president of The Service Quality Institute, the global leader in customer service training and development.  Visit http://www.johntschohl.com/ and http://www.customer-service.com/.

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Have you missed any of my blog posts from around the Internet this week? Catch up here:

The “New Normal” is here to stay, but what does that really mean? Get the scoop on 5 trends shaping small business this year in my post on Anita Campbell’s Small Business Trends.

It’s official: Consumers love shopping with mobile devices. Find out why in my post on Network Solutions‘ GrowSmartBusiness blog. They also love daily deals–so if you haven’t used these yet, you might want to give it a whirl. Get more details on Network Solutions‘ GrowSmartBusiness blog.

Despite what you may read, you can get financing for your business–as long as you have the right stuff. To learn what that is, visit my post on the SCORE Success Blog.

And even without getting a loan (or increasing your sales) there are ways to take home more of what your business makes. Find out how to boost profits by making 7 small changes in my post on American Express OPEN Forum.

Is your business relying on virtual employees? Then you’re right in line with a growing trend–read my post on Huffington Post Small Business to learn more. But while employees are going digital, some marketing still works best the old-fashioned way–i.e., snail mail. Get the scoop in another of my Huffington Post Small Business pieces.

Want to be an expert in your industry? You already are–now, you just need to learn to promote yourself that way. Find out how in my post on the Industry Word blog.

Do you think your small business has all the customers you need? I thought not. But did you ever stop to think you might be driving customers away without even realizing it?

To see how you could be turning customers off without meaning to, it’s crucial  to look at your business from a new point of view. Recently I had an eye-opening experience that thrust me into someone else’s point of view. Some family members and I went out to dinner with a group that included several seniors. The restaurant was one I’ve always considered family-friendly, but being with older people showed me that it wasn’t as “friendly” as we had thought.

The first clue was the entrance, which was dimly lit with black floors, walls and reflective surfaces everywhere. I saw older members of the group squinting to see and navigating carefully so they wouldn’t slip. Next, we had to wait more than an hour to be seated in the crowded, noisy entryway. Conversation was tough for a couple in our group who are hard of hearing. Finally, after waiting all that time, we were shown to a giant, circular booth—which would have been great except that it was a struggle for the seniors in the group to slide into the booth.

The evening got me thinking about the many ways a business can be turning off potential customers without realizing it. Are you unconsciously making choices that tell certain people they’re not welcome at your business?

Think about different age groups (kids, college students, middle-aged people, seniors) or different types of people (tech-savvy, handicapped, overweight, men, women, singles, couples). Here are some things you might want to consider:

• Noise level. Can people hold a conversation in your eatery or bar? Is the music in your store so loud it drives anyone over 18 away?
• Seating. Do you have different seating options to accommodate a wide range of ages and sizes? If you own a retail store, are there a few spots for shoppers’ friends to sit and wait for them?
• Location. Is your store or office accessible, both in terms of parking and getting into the store or office?
• Décor. Is it rugged, kid-friendly, frilly? Will it thrill one type of customer but turn off others?
• Restrooms. If you have them, are they accessible to all and feature extras like baby changing tables?
• Navigation. Is there space for strollers or walkers? Or is your store, office or restaurant so crowded people can barely get through?
• Image. Is your business subconsciously conveying the message “Women only” or “No Kids Allowed”?

Of course, no small business can attract everyone under the sun. And you don’t want to make your store, shop or office so bland and generic that in your effort to please everyone, you please no one. But in today’s economy, you do need to think about a wider range of customers than you might be used to. To put it bluntly, these days, a small business can’t afford to turn anyone off.

Suppose you’re a male small business owner wondering why your restaurant doesn’t attract many female customers. Try looking at it through a woman’s eyes. Is your parking lot dimly lit or run down? Women may not feel safe coming there. Are your restrooms clean and well-stocked? Women do care about that. Do you accommodate kids with children’s menus or high chairs? Moms might love to meet up at your place for lunch if you make it easy for them.

Try looking at your business through others’ eyes, and you just might find a whole new market you never thought about before.

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As companies ring in 2012, many are looking for easy, quick and cost-effective ways to improve their physical offices. During this process, they’re seeing that furniture and design improvements can impact more than just office aesthetics. These changes can also help create more comfortable, sustainable and productive workplaces. Small changes can go a long way, and companies are considering strategies for making their office spaces feel welcoming and new.

To help you take advantage of the latest furniture and design trends in 2012 – all without breaking the bank – today’s guest post from Business Interiors by Staples offers 10 tips:

1. Look good on a budget – Office design can project luxury without going over budget. For example, selecting a laminate instead of veneer flooring, and vinyl rather than leather seating, can create a high-impact look that’s still budget-friendly. Also, by choosing connected seating versus freestanding chairs in waiting areas, businesses can save up to 15 percent per chair.

2. It is easy being green – Sustainability remains an increasingly hot topic. Companies can help fulfill “green” goals and prioritize office health by using environmentally preferable furniture and fabrics. When making purchases, it’s important to look at the percentage of recycled and renewable content, and also look for relevant environmental certifications, such as GREENGUARD, Forest Stewardship Council (FSC) and more. In addition, including plants throughout the office literally adds a green touch.

3. Light it up – Lighting has the ability to impact mood and productivity. Rather than relying on harsh, fluorescent lighting, the incorporation of natural light can help bring the outside in. By also using adjustable LED lighting, companies can help improve worker visibility and save on energy expenses. The costs of LED lighting have also dramatically dropped in recent years.

4. Incorporate hybrids – For companies seeking to do more with less and/or maximize smaller spaces, hybrid furniture products, which serve multiple purposes, can help. For example, look at products like “mobile pedestals,” which are filing cabinets with plush tops that also transform into visitor seating.

5. Keep it mobile – Typically lightweight and easy to rearrange, mobile furniture is gaining popularity. In addition to mobile pedestals, other furniture on wheels – including whiteboards, partitions and more – can help facilitate spontaneous brainstorming sessions and be easily rearranged afterward.

6. Foster collaboration – As teamwork continues to play a big role in the workplace and some offices contend with smaller square footage, companies are looking at ways to maximize space to promote collaboration. Businesses can make team interactions easy and natural by designing rooms for a variety of purposes. Additional strategies include incorporating open, intuitive layouts; lower cubicle walls; and mobile and hybrid furniture products.

7. Tie in tech – As the office landscape continues to incorporate new technologies, businesses can improve operations with furniture that complements the devices they’re using. Furniture and accessories that support “powering up” and also help tame cable clutter can create a more aesthetically pleasing and productive environment.

8. Facilitate flex working – Office dynamics are shifting, as technology also enables companies to support a growing number of mobile and flex workers, who use corporate office space only on a periodic basis. By making design tweaks to support multipurpose room functions, designing offices for two, and allowing for private and collaborative spaces, companies can help support their flex worker populations.

9. Give a warm welcome – Businesses can instantly improve their office appearance by creating a warm and inviting reception area. By including freestanding furniture that’s approachable and not confined by high panels, using lamps for softer lighting and placing interesting artwork on the walls, companies can draw visitors in and keep them there.

10. Get organized – A new year is the perfect time for companies to resolve to be more organized. Simple additions such as filing cabinets, along with desk and drawer organizers, can streamline business and help remove unwanted clutter.

Looking for ways to save money and boost your business in the coming year? In today’s guest post, Mike Pugh, Vice President of Marketing at j2 Global Communications, shares five cost-saving tech tips that can work for you.

Small businesses are looking for new ways to invigorate their strategies and find new tactics to grow business in 2012. Kick start the New Year with these cost-saving tech tips to add a double espresso kick to your productivity.

1. Slash your phone charges with an app – Look for a mobile app that saves on the hefty cost of cell phone minutes. Compare the first six months of eVoice – free – to the cost of minutes on your phone bill. The savings will cover those expensive lattes all year long, plus you’ll get features like a professionally recorded greeting, menu options, call screening, and call routing. After six months, the cost of a good virtual phone service still saves a bundle compared to expensive cell phone minutes or the recurring fee for a land line.

2. Take a bite out of your marketing budget – Traditional marketing tactics can be quite expensive. In addition to the costs of creating, printing and mailing your campaign, direct mail can be hard to track for success. With a good email marketing service, you can hit more prospects on a much smaller budget and segment your emails in a more personal way. For small businesses that don’t want to spend a lot of time on design, Campaigner’s Smart Email Builder does it for you in three clicks. For those on a creative buzz from the lattes funded by their new VoIP app, Campaigner also offers all the tools to develop one-of-a-kind email campaigns that are sure to catch the attention of your prospects.

3. Clear the desktop – You need to send a fax here and there, but the fax machine on the table is collecting dust and its land line bill hits hard every month. Sign up for an Internet fax service, like eFax, that allows you to send, receive and manage your faxes on your computer, tablet or smartphone. That way you can toss the clunker and replace it with a sleek cappuccino maker using the money saved on paper, ink and connection costs.

4. Sweeten your website – Customer impatience is at an all-time high. Any transaction, set-up, delivery, or customer service request that doesn’t move as fast as the customer’s expectations is likely to be abandoned. Customers won’t wait around if your site is slow to load. Make sure your site can handle the traffic peaks 24/7. Google Analytics is free and offers a simple snapshot of how fast your pages load. Also make sure that visitors can see what you want to share no matter what device they’re viewing, so test your user experience on smart phones, tablets and various email services.

5. Sleep soundly – After all the java, finish the night with a relaxing cup of Chamomile tea and the peace of mind knowing that your network is as locked up as your front door. Set up your security software to automatically check for updates and change your passwords periodically throughout the year to keep any cyber criminals from hacking into your system.

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