Shorr Success Business Coaching
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What You Meant Isn’t Always What They Heard: Closing the Gap Between Intention and Interpretation
Why clarity in communication is your most powerful business tool and how to ensure your message is truly understood Have you ever been stumped by a colleague’s response thinking: “Wait… how did they get that from what I said?” I had that moment last week. As small business owners, we’re constantly looking for ways to […]
Why AI Won’t Save Your MSP—And What Will
Is your organization missing the single ingredient that could shift you from being just a service provider into a strategic partner. At a recent Kaseya Connect Local event in Los Angeles, I asked a room full of MSP and IT business owners a question that should be foundational to any client-facing business: “What is emotional intelligence?” Crickets… […]
What Else Builds Connection Besides Lunch?
5 Free Ways to Strengthen Client Relationships and Improve SG&A As an owner of a small business and coach for small business owners and leaders, I am always analyzing expenses and profits. Today, let’s talk about SG&A — that’s Selling, General, and Administrative Expenses. These are the everyday costs of running your business that aren’t […]
What Is Your Image Saying About You?
Take This One Challenge to Find Out. I recently attended the IT Nation Secure 2025 conference, and I’m still glowing from all the incredible energy. This event was such a rewarding opportunity to connect with brilliant leaders in our industry, dig into the latest cybersecurity and MSP trends, and share some of my own passion […]
You Sent Your AI to the Meeting? Why Human Presence Still Matters in a Digital World
Your AI Notetaker Can’t Build Trust—But You Can Earlier this week, I joined a video call with a few other business owners. Everyone showed up—except one person. Instead of attending, they sent their AI notetaker. No message, no heads-up, no explanation. Just a silent bot with a blinking “recording” icon, quietly logging every word. We […]
Why Empathy (Not Sympathy) Is the Key to Real Business Success
Empathy Can Be Learned—If You’re Open to It Several years ago, one of our clients in my IT business gave us a low score on a survey. Now, I’ll be honest—at first, I was frustrated. We’d made a simple scheduling mistake. It happens, right? But as I looked deeper and listened back to the call, […]
Why You’re Getting Ghosted by Prospects
PHOTO CREDIT: Kateryna Hliznitsova for Unsplash+ (And 3 Ways to Get That Second Date) This week, let’s talk about something that’s happened to all of us in sales—ghosting. You know the feeling. You’ve had a great conversation with a prospect. You’re thinking, “This is a done deal!” You follow up once… twice… then crickets. Nothing. […]
Delegate, Don’t Abdicate – Better Manage Your Service Delivery
PHOTO CREDIT: Photo by krakenimages on Unsplash 10 steps to better manage your service delivery and protect your business when your top talent walks out the door Several years ago, one of our senior engineers left my IT business for what they called “a better opportunity.” They had been with us for five years. They […]
It Wasn’t the Milk. It Was the Message.
PHOTO CREDIT: Hans Isaacson on Unsplash+ A simple latte, a missed opportunity, and what it reveals about how small businesses lose client loyalty Last Sunday, I ordered two iced almond milk lattes at a busy coffee shop in Grand Central Station in New York City. My daughter and I were heading back to Rhode Island […]
The Power of a Handwritten Thank-You
Why small touches lead to lasting loyalty in business. I wasn’t expecting it. A few days after shopping at Talbots, I opened my mailbox and there it was—a simple, handwritten note from one of the sales associates. Not an email. Not a promotional text. A real note. On paper. Written by hand. It said thank […]