I am delighted to have signed my second book contract with Routledge, part of the Taylor & Francis Group, for a textbook I have written, Managing the Customer Experience for Small Businesses and Entrepreneurs.

Routledge is a global academic publisher and part of the Taylor & Francis Group, one of the world’s leading publishers of scholarly research and professional titles. Routledge publishes authoritative works across business, law, education, and the social sciences, and is recognized internationally for its rigorous editorial standards and contribution to professional scholarship.

The book itself focuses on managing the managing the customer experience while operating as one-person show—with bills to pay and customers who want service now. It’s for business owners who serve customers directly, day after day. It is about managing customer relationships when you’re small. It is to create a business where you know your clients’ children—or even their dogs—yet professionalism still matters. 

Today’s entrepreneur is working to create a profit while buried knee-deep in customer complaints and trying to build tomorrow’s reputation. This job demands that you solve immediate problems without losing sight of the long game: growth, and sustainability.

This is about building loyalty without overextending yourself, keeping boundaries in place while charging a fair rate, and ensuring that your service remains rooted in three principles: Relationships, Profitability, and Execution—the PRE model of customer service.