The loyalty, referrals, and pricing power a small business gains by consistently delivering remarkable customer experiences, even when the ROI isn’t directly measurable in dollars.

Show Notes Page: https://www.thehowofbusiness.com/578-vance-morris-return-on-experience/

Vance Morris shares how small businesses can create Disney-inspired customer experiences to drive loyalty, stop competing on price, and generate long-term profitability.

Customer experience isn’t just for theme parks, it’s a competitive edge for every small business. In this episode of The How of Business, Henry Lopez welcomes back Vance Morris, a customer experience expert, keynote speaker, and bestselling author, to explore how entrepreneurs can apply Disney-inspired strategies to delight customers and grow profits.

Vance’s journey is as unique as his message: from working security at a birth control factory, to a decade leading operations at Disney, to running a premium carpet cleaning business, and now helping small business owners systematize exceptional service. Along the way, he discovered that systems equal freedom and that creating unforgettable experiences doesn’t require massive budgets—just consistency, creativity, and attention to detail.

One of the key lessons is what Morris calls Return on Experience: while you may not be able to track every dollar of ROI like you would with a marketing campaign, great customer experiences yield loyalty, referrals, and pricing power. “You won’t profit unless you implement,” he reminds us, underscoring the importance of turning insights into action.

From setting up daily team stand-ups (borrowed from Ritz-Carlton) to scripting customer interactions and reinforcing emotional connections, Vance illustrates how even trades-based businesses can elevate service. He highlights examples from Disney’s “line entertainment” practices to simple home service details like wearing booties or protecting corners, proving that small touches build big loyalty.

Henry and Vance also dive into the Loyalty Profit Engine - a retention system designed to keep your business top of mind. With acquisition costs soaring, Vance explains why it’s far cheaper (and more profitable) to nurture existing clients. His approach includes monthly print newsletters, follow-up offers, and creative “wow” moments that ensure customers feel valued long after the transaction.

Vance now leads immersive Disney boot camps, taking business owners behind the scenes to study customer experience in action. Participants leave with a blueprint to “Disneyfy” their business on Monday morning. As Henry points out, translating world-class service lessons into everyday businesses is challenging for many owners, and Morris’ work bridges that gap.

Whether you’re in home services, retail, or professional consulting, this conversation will help you shift from competing on price to commanding loyalty through unforgettable experiences. As Vance puts it: “At the end of any interaction, you want your customers to say, ‘Oh my God, you’ll never guess what happened…’”—for all the right reasons.

This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com

How small business owners can overcome fear, embrace Artificial Intelligence literacy, and start using generative AI tools to improve efficiency and competitiveness.

Show Notes Page: https://www.thehowofbusiness.com/577-susan-gonzales-ai-literacy/

Artificial intelligence isn’t coming - it’s already here, and small business owners can’t afford to be left behind. In this episode of The How of Business, Henry Lopez speaks with Susan Gonzales, founder and CEO of AI and You, a nonprofit dedicated to making AI literacy accessible for everyday people.

Susan explains why fear, skepticism, and lack of awareness are slowing AI adoption (especially among women and minority business owners) and how these barriers can be overcome. She breaks down the difference between predictive and generative AI, offers practical advice on where to start.

Susan's five-step framework for crafting effective AI prompts:

1) Help me with… (Be specific)

2) You are a… (Define the role)

3) The output should be… (State the desired format)

4) You should know… (Provide context)

5) Here are some… (Include references or examples)

From creating business plans and marketing strategies to streamlining repetitive tasks, Susan shares real-world examples of how AI can save time, reduce costs, and open new opportunities. She also warns about “hallucinations” in AI-generated output and emphasizes the importance of verifying results before relying on them.

The conversation covers emerging trends like AI agents (the next generation of chatbots with reasoning capabilities) and how existing business tools, like CRMs, accounting platforms, and Microsoft Copilot, are embedding AI features business owners should explore.

Susan’s core message is clear: AI literacy is now an essential basic business skill. Owners who start learning and experimenting today will have a significant advantage over those who wait.

“The more specific the prompt, the more specific the answer,” Susan advises, encouraging listeners to explore AI tools with curiosity rather than fear.

Listen to gain the confidence, knowledge, and practical steps you need to start leveraging AI in your small business today.

Susan Gonzales is the founder and CEO of AI and You, a nonprofit dedicated to making artificial intelligence literacy accessible to everyday people and small business owners. A former policy executive at Facebook, Susan has worked at the intersection of technology, policy, and community engagement, and now focuses on educating diverse communities about AI opportunities and challenges. This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com

How to get your small business beyond the failure statistics.

Learn from the business failure statistics, instead of being a part of the failure stats, and build a business that will last.

Show Notes Page: https://www.thehowofbusiness.com/576-beyond-failure-statistics/

Most small businesses don’t fail in the first year, but half won’t survive past five years; here’s how to be on the winning side of that statistic.

In episode The How of Business podcast, Henry Lopez breaks down the often-cited small business failure statistics and, more importantly, what they actually mean for small business owners and entrepreneurs. While over 20% of small businesses fail in their first year, it’s the year five mark where nearly 50% have closed that should truly capture our attention.

But this episode isn’t about fear; it’s about insight and action.

Henry draws from a recent LendingTree analysis of U.S. Bureau of Labor Statistics data to examine why failure rates rise over time. He identifies two key variables that significantly influence business survival: where you start your business (geography) and what type of business you launch (industry segment).

As an example, high-cost states like Minnesota and D.C. have higher failure rates, while California and Iowa show stronger business survivability. Similarly, sectors like trades and professional services tend to outperform restaurants and retail.

The real takeaway, however, is not just about picking the "right" place or business. It’s about developing and evolving a strong, profitable, and scalable business model, and ensuring you have enough capital runway to survive the early phases of growth. With real-world insights and practical recommendations, Henry challenges listeners to validate demand, remain adaptable, and avoid falling in love with an idea that doesn’t work.

Whether you’re in startup mode or reassessing your current business, this episode offers the strategic clarity you need to beat the odds.

This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com

Cybersecurity expert Nick Mullen shares how you can protect your business from cyber attacks. Small businesses are often the target for today’s most dangerous cyber threats.

Show Notes Page: https://www.thehowofbusiness.com/575-nick-mullen-cyber-security/

Cyberattacks are no longer just a threat to large corporations - small business owners are now the most frequent and most vulnerable targets. In this episode of The How of Business, Henry Lopez speaks with cybersecurity expert and Entoo Security founder Nick Mullen about how you can protect your business from cyber attacks using clear, practical, and affordable strategies.

Nick breaks down the modern cyber threat landscape, including:
Ransomware and extortion scams
AI-powered phishing emails and voice impersonations
The myth of "I’m too small to be a target"
The importance of email access controls and proper backups

They also explore the FTC Safeguards Rule, which now applies to many more small businesses, and what it means to be compliant. Nick emphasizes the importance of understanding where your data lives, limiting who can access it, and training your team to spot threats before they cause damage.

“You might think you’re too small to be a target, but $50,000 is a huge payday for a criminal overseas—and they can attack thousands of small businesses every day,” Nick warns.

Whether you run a solo business or have a growing team, this episode will give you the clarity and steps you need to protect what you've worked so hard to build.

Nick Mullen is the founder of N2 Security, a full-service cybersecurity firm helping small businesses including accountants, bookkeepers, and service providers meet compliance standards and avoid devastating cyberattacks. He has nearly two decades of experience in security, compliance, and governance.

This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com

Learn the 5 reasons your businesses will fail and how to avoid them.

Show Notes Page: https://www.thehowofbusiness.com/574-5-reasons-your-business-will-fail/

Most small businesses don’t fail because of bad luck - they fail because of predictable and avoidable mistakes. On this episode of The How of Business podcast, Henry Lopez shares the top five reasons small businesses fail, drawing on decades of experience coaching entrepreneurs and running his own small business ventures.

Henry Lopez explores the most common traps: launching with a broken business model, mismanaging cash flow, struggling to attract customers, doing everything yourself, and refusing to adapt when things aren’t working.

Whether you're just starting or already in business, this episode will help you evaluate your strategy, spot early warning signs, and build a more resilient business.

“These are common mistakes—and completely avoidable if you’re willing to be honest, stay flexible, and ask for help.” — Henry Lopez

Five Reasons Your Small Business Will Fail:

1: Lack of a Clear Business Model.

2: Poor Cash Flow Management.

3: Not Enough Customers (Weak Marketing & Sales)

4: Trying to Do Everything Yourself

5: No Adaptability or Stubbornness

This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com

Maximize your Google Business Profile to improve local SEO, generate more leads, and protect your online presence.

Show Notes Page: https://www.thehowofbusiness.com/573-marco-silva-google-business-profile/

For small local businesses, visibility online can make or break your customer acquisition efforts. In this episode, Henry Lopez is joined by Marco Silva with Oostas to break down why your Google Business Profile (GBP) may be your single most important marketing asset, and how to use it to your full advantage.

Google Business Profile is a free tool that helps your business appear on Google Search and Maps.

Marco explains the three key factors that influence visibility - relevance, distance, and prominence - and outlines how to optimize your profile for each.

From accurate hours to high-quality photos, and from managing user edits to strategically collecting reviews, every element of your profile impacts whether or not potential customers find you.

"Think of your Google Business Profile like your storefront window—it needs to be clean, fresh, and inviting if you want people to walk in." - Marco Silva

He walks listeners through the modern verification process, which now often includes submitting a video or documentation, instead of the old postcard method. Henry emphasizes that failing to claim and maintain your GBP can leave your business vulnerable and invisible.

They also dive into review strategies, how to ask for them tactfully, why the quality and quantity of reviews matters, and what role keywords play in visibility. Marco explains how reviews written by customers (not replies) help with local ranking and how to handle both positive and negative feedback publicly.

To tie it all together, Marco introduces a $99 GBP Pulse Check from Oostas, a trusted partner of The How of Business. The GBP Pulse Check is an in-depth audit with personalized video feedback and actionable tips for improvement. As a bonus, Henry encourages listeners to download a free resource: “5 Ways to Supercharge Your Google Business Profile” from the show notes page.

Marco Silva is a local SEO expert and digital marketing strategist at Oostas who helps small businesses get found online.

This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com

How Zach Beutler developed the Jungle Driving School Franchise, and practical advice for business owners and franchisees.

Show Notes Page: https://www.thehowofbusiness.com/572-zach-beutler-jungle-driving-franchise/

In this inspiring episode, Henry Lopez welcomes Zach Beutler, a seasoned entrepreneur and franchising expert, to share his journey from early franchise ventures to his latest role leading the expansion of Jungle Driving School, a franchise focused on teen driver safety.

Zach shares his entrepreneurial beginnings, the highs and lows of building small businesses, and how reading The Success Principles transformed his mindset.

Together, Zack and Henry break down the keys to franchise success, including the power of tactical grit, the role of franchisor support, and how to avoid common traps like sunk cost bias.

This episode also offers a behind-the-scenes look at Jungle Driving School’s unique teaching model and the advanced tools Zach is using to empower franchisees.

For any aspiring franchisee or entrepreneur, this episode shares actional advice on the power of grit, growth, and giving back.

This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com

Niche down to scale up your small business faster.

Show Notes Page: https://www.thehowofbusiness.com/r351-niche-down-scale-up/

Focus on the essential and most profitable products or services. Don't try to be all things to all people.

In this episode of The How of Business podcast, Henry Lopez explores one of the most powerful strategies for early-stage growth: niching down. Whether you’re just launching or a year or two into your journey, trying to do too much too soon can keep your business stuck. Instead, Henry shows how narrowing your offerings, target audience, and even your service area can unlock faster growth and long-term sustainability.

Henry shares examples from real coaching clients and past guests to illustrate how focus creates operational simplicity, marketing clarity, and ultimately, a more valuable business. You’ll also learn why it’s better to “sell a few things to many” rather than “many things to few.”

From cash flow advantages to stronger brand positioning, this episode will inspire you to step back, simplify, and make your business more profitable and scalable - one smart decision at a time.

This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com