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Serve Business Consulting LLC
Serve Business Consulting LLC

Exclusive Access Zone

Welcome to our exclusive access area. Here you'll find additional resources including downloads of our podcast called Continuity Conversations as well as our Tuesday Tidbit short videos.

Continuity Conversations

Continuity Conversations is where we bring big business resilience to your small business.  We're Patty Bonsera and Keith Hessel and we are committed to the resilience of small businesses. 99.9% of all companies in the U.S. are small businesses. Nearly 1/2 of all employees in the U.S. are employed by a small business.  Small businesses are the ones that are directly involved with, hire people and make the most impact for their local communities and their families. Resilient small businesses create resilient local economies which create resilient cities, counties and so on.  They are the most valuable, yet are the most vulnerable to losing their business and their livelihood without contingency plans for disruptions.

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  • 22 - Resilience Reflections and Recharging for the New Year
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  • 21 - Celebrating the Season with Style and Inclusivity
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  • 20 - Holiday Hustle - Customer Service Strategic Planning for the Season
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  • 19 - Streamlining Agreements an Contracts - The Key to Better Business Relationships
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  • 18 - Customer Service Nightmares - The Real Cost of Poor Communication and How to Get Heard
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  • 16 - Haunted Gatherings and Leadership Insights - Balancing Festive Fun with Organizational Gro
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  • 15 - Navigating the Client Breakup - When is it Time to Let Go
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  • 14 - From a Scarcity Mindset to Abundance Mindset for Small Businesses
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  • 13 - Mastering Marketing Without Overwhelming Your Clients
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  • 12 - Simplifying Small Business - Lessons From the Past and Present
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  • 11 - Navigating Uncertainty - Financial Resilience Tips for Small Businesses
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  • 10 - Small Acts- Big Impacts - The Power of Kindness in Business
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  • 9 - From 1950s Appliances to Modern Metrics - Lessons in Business Resilience
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  • 8 - Letting Go to Grow - Trust as an Essential Role in Business Resilience
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  • 7 - The Tipping Scale - Assessing the True Value of Service in America
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  • 6 - Balancing Acts - Thriving in Parenthood and Entrepreneurship
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  • 5 - Shielding Your Small Business - Strategies to Protect Against Intellectual Property Theft
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  • 4 - Small Business Soul - Celebrating the Heartbeat of Our Communities
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  • 3 - The Heartbeat of Resilience - Leadership and Culture in Small Enterprises
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  • 2 - Building an Unshakeable Small Business - Mastering Contingency Planning and Leveraging Net
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  • 1 - Building Resilience - How Small Businesses can Thrive in the Face of Disruptions
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Tuesday Tidbits

These short video excerpts providing advice on customer service and business practices. Topics range from handling difficult customers with a "three-strike rule" and responding to online reviews to implementing the "BLAST" and "SERVE" methods for positive customer interactions. Further insights cover employee relations, including identifying leaders and understanding employee Net Promoter Score, as well as operational tips on phone etiquette and avoiding common pitfalls like badmouthing competitors or saying "that's not an issue we have." The overall theme emphasizes creating a "Kingdom Class" experience through empathy, effective communication, and a focus on both customer and employee satisfaction.

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