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June 2026
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The Joys of Well-Planned Pauses BREAK TIME BECKONS
I’m writing this month’s article in late April, my first time in several weeks to put my feet up and exhale a little. As you might imagine, the past couple of months have been an incredibly busy time for me, and I haven’t had many opportunities recently to recharge my batteries. Aside from taking a short break during Easter weekend, I went nonstop in the weeks leading up to April 15. Not surprisingly, my sights are on taking some additional “mental health” time sooner rather than later. And right now is the best time for me to give that idea more than a passing thought. June 18 is National Wanna Get Away Day, an occasion to embrace travel (spontaneous or otherwise) and put daily tasks aside at least for a bit. Since June 18 is a Thursday this year, it’s unlikely I’ll step away on the actual day, but I’m definitely considering some options for the not-too-distant future. First, I wouldn’t mind going back to Alaska. About 10 years ago, my wife, Jean, and I took a cruise from Seattle to Alaska and had a great time (which included whale-watching!). Despite encountering some pretty choppy waters along the way (which Jean wasn’t overly thrilled about, to put it gently), we had a great time once we arrived. Because we were only there for
about a week and could take in only so much, I’ve always wanted to get back and explore more of what it has to offer. With a bit of luck, our possible return to Alaska will be a smoother experience than the cruise we once took from Montreal down to Boston through the St. Lawrence Seaway. Somehow, the folks handling our luggage misplaced one of our carriers, so we didn’t have much of the stuff we planned to use and had to buy replacements along the way. “We’re going to have an adventure this time around!” I said to Jean. Our carrier, meanwhile, always arrived at the last place we had stopped and didn’t catch up to us until the very last day of the cruise. So, when we do make our way back to Alaska, we’ll probably just fly there. Let’s just say cruises are been-there, done- that for us at this point! All kidding aside, it’s always great to get away … and that doesn’t always mean taking a cruise or a flight somewhere. Jean and I have been talking about taking a bunch of little trips over the next few months, including going to Fargo, renting a motel, and just doing whatever we want. We’re also planning our usual camping trips for this time of year, and we’ll probably join my brother
and sister-in-law for some camping in South Dakota this August. But enough about us; how about you ? Hopefully, you’re thinking about getting away soon to enjoy the season ahead and to be kind to yourself by finding time to relax. Even if a major trip or even a weekend excursion isn’t on your realistic agenda right now, it’s important to find “get away” time in your everyday life. A few minutes a day may be enough to clear your head and help you own your commitments and responsibilities, rather than have them own you. However you spend National Wanna Get Away Day (or the next time you can take a nice break), I hope it gives you the peace and enjoyment you deserve. And if you take a cruise, consider packing double what you need! –Craig Hanson
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Follow-Up Tips Every Small Business Should Use FROM FIRST CONTACT TO FINAL SALE
Closing a sale rarely happens after the first conversation. Most customers need several interactions before they feel confident buying, and for small businesses, effective follow- up can turn missed opportunities into loyal customers. Many prospects show interest, but get distracted by daily responsibilities, competing offers, or simple forgetfulness. A thoughtful follow-up brings your business back to the front of their mind and keeps the conversation moving forward. In fact, research shows that most sales require several follow-ups before a buyer finally says yes, but many salespeople stop after the first attempt. With the right follow-up techniques, small businesses can build stronger relationships with prospects and dramatically increase their chances of closing deals. Below are practical strategies that help turn interest into action. Personalize every follow-up. Generic follow-up messages rarely work anymore. People can easily recognize a copy-and-paste email, and it often feels impersonal. To stand out, your follow-ups should show that you truly understand the prospect’s needs. Personalization might include referencing the customer’s specific problem, mentioning a topic from a previous conversation, or highlighting how your product helps businesses like theirs. Buyers increasingly expect tailored communication, and generic messaging often frustrates them. For example, instead of sending a simple “Just checking in” message, try referencing their situation: “Last week, you mentioned struggling with managing inventory during busy seasons. I wanted to share a quick tip that has helped other retailers streamline that process.” This approach shows that you listened, and you’re focused on solving their problem rather than just making a sale. Get the timing right. Reach out too quickly, and you may come across as pushy. Wait too long, and your prospect may forget
Research suggests that follow-ups sent within a few days after the first message tend to receive higher response rates than those sent immediately or after long delays. For small businesses with limited time, creating a simple follow-up schedule can help ensure no customer slips through the cracks. Use multiple communication channels. Relying on only one communication channel can limit your chances of getting a response. Some people prefer email, while others respond better to phone calls or social media messages. A multichannel approach increases visibility and engagement. For example, start with an email, follow up with a quick call a few days later, and connect on professional social networks afterward. Combining channels can significantly boost engagement by meeting prospects where they are most active. Provide value in every interaction. A follow-up should never feel like a reminder that you’re waiting for an answer. Instead, each interaction should offer the prospect something useful. This assistance might include sharing a case study, offering a helpful guide, or providing insights related to their business challenge. Even short follow-ups can deliver value when they address a specific need or question. For instance, if a prospect is concerned about cost, your follow-up could include examples of how other businesses achieved strong returns on investment with your solution. Offering useful information builds trust and reinforces your credibility. Know when to persist and when to move on. Persistence is key in sales, but it’s equally important to recognize when a lead is no longer interested. If multiple follow-ups go unanswered, it may be time to step back. That said, some prospects just need more time. Occasional engagement, delayed responses, or continued interest in your resources can signal that a deal is still possible. In these cases, a thoughtful follow-up asking whether they need more information can reignite the conversation. Ending the conversation politely while leaving the door open for future contact also maintains goodwill and keeps the relationship intact.
about you entirely. A balanced schedule works best. A common
approach is to send a follow-up a few days after the initial conversation, then gradually space additional messages over the following weeks. This keeps you visible without overwhelming the prospect.
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their priority. That level of service turns ordinary interactions into unforgettable moments. Customers remember being treated like people, not order numbers. For small-business owners, this lesson is powerful: Trust your team and give them authority to fix issues without layers of approval. When employees feel ownership, customers feel cared for. Using Service as a Marketing Strategy The largest shift Zappos made was reframing customer service as marketing. Instead of pouring massive budgets into traditional advertising, they invested heavily in service excellence. As a result, word of mouth became one of their strongest acquisition channels. PPLE Labs notes that customers who have exceptional service experiences become loyal advocates. Positive stories spread organically, reducing the company’s reliance on paid campaigns.
Zappos also reinforced this strategy with customer-friendly policies such as free returns and a 365-day return window, which reduced purchase risk and increased buyer confidence. Combined with 24/7 support, these policies removed nearly every obstacle standing between browsing and buying. What Small-Business Owners Can Apply Today You may not have the resources of a large retailer, but you can apply the principles: • Extend support hours where possible, even if it’s through a hybrid of live agents and smart automation. • Empower employees to make decisions that delight customers.
Zappos’ growth wasn’t fueled solely by flashy campaigns. It was built on consistent, customer-centric action. They proved that when service becomes part of your core strategy, sales follow naturally.
• Treat service interactions as
For small-business owners, the message is clear: If you want
relationship-building opportunities, not transactional tasks. • Collect feedback and continuously refine your processes.
sustainable growth, don’t just invest in getting customers. Invest in taking care of them … anytime they need you.
HAVE A Laugh
INSIDE FIERCE CELEBRITY FEUDS Stamp Scandal and Starlet Strife If today’s celebrity gossip seems crazy, you won’t believe these infamous tantrums from the past! Mark Twain’s Mailroom Meltdown In 2011, Mark Twain was honored with a commemorative postage stamp by the U.S. Postal Service. The honor was surprising, as Twain despised the mail system. The late wordsmith publicly opposed the institution in newspaper columns. In one 1897 editorial, he even claimed that requiring a street address and state on outgoing mail was a waste of time and ink! Ruthless Glamour Girls The fiery conflict between screen legends Bette Davis and Joan Crawford is the stuff of legend. During the press campaign for Davis’s 1933 film “Ex-Lady,” Crawford made headlines by announcing her divorce from Douglas Fairbanks Jr. The focus on Crawford’s failed marriage tanked the coverage of Davis’s movie. Two years later, Davis fell for actor Franchot Tone. Unfortunately, Tone soon became infatuated with another famous lady.
Guess who?
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905 James Ave. NE • Jamestown, ND 58401 (701) 252-6190 • CraigHansonCPA.com Inside This EDITION
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Claim Your Chance to Recharge
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Consistent Follow-Ups Are the Secret to Closing More Deals 3. Famous Spats That Shook History 4. The Billion-Dollar Lesson Zappos Offers About Customer Service
While Others Chased Clicks, Zappos Answered the Phone AND BUILT A POWERHOUSE BRAND
Most small businesses obsess over marketing funnels, paid ads, and conversion hacks. Meanwhile, one company built a billion-dollar brand by focusing on something far less flashy: answering the phone. While competitors chased clicks, Zappos doubled down on customer experience
According to PPLE Labs, this constant availability built trust and reduced purchase hesitation, two key drivers of sales growth. When customers know help is instantly accessible, they feel more confident completing a transaction. Empowering Employees to Create Memorable Experiences Availability alone wasn’t the magic ingredient. Zappos also empowered its
and transformed 24/7 support into a powerful revenue driver. Their strategy proves a simple but monumental truth for small-business owners: Exceptional service isn’t a cost center; it’s a growth engine. Why Around-the-Clock Support Was a Strategic Move Zappos didn’t offer 24/7 customer service just to look impressive. They understood that customers don’t shop on a 9-to-5 schedule. Questions pop up late at night, concerns arise on weekends, and doubts happen right before checkout. By providing live, human support at any hour, Zappos removed friction at the most critical moments in the buying journey.
customer service team to go above and beyond. Representatives weren’t bound to rigid scripts or pressured to rush calls. Instead, they received training to build real connections and solve problems creatively. It was noted that some Zappos agents spent hours on a single customer call, not because they had to, but because delivering a remarkable experience was
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