I know countless business owners who declare they started or bought a business to gain their freedom, their "independence" from having to punch a clock or have a boss to set their schedule. They want to make their own rules, come and go as they please and set their own agenda. That’s exactly why I, too, wanted to be self-employed. However, I soon discovered, I was NOT as free as I thought I would be.
I've heard my fair share of "empty wagons" in my time — those owners of chaotic businesses who regularly go off on their employees when errors are made or equipment breaks down due to poor maintenance, and all those other unnecessary, system-busting errors that happen in a business. These kinds of owners and managers make a lot of noise but rarely offer (or even look for) a real solution.
Not meaning to get political here ... but, if any U.S President called your office, asking for you personally, would you not be (to say the least) curious, and promptly (after some mental adjustments) answer that call?
If you're a business owner or manager, you've no doubt interacted with seemingly intelligent people, with much expertise and impressive backgrounds; people with certain "know how," but who don't seem to get the WHY of an obvious situation.
When a lemon tree is ripe for the picking, anyone who has ever tried to deprive it of its fruit soon discovered it has thorns, and can be as self-protective and obstinate as some of the prospective customers you’ve met with, trying to get THEIR business, in order to grow yours.
A diagram of a Customer Experience Map is a great document to have in your Operations Manual.