melinda emerson is founder and president of quintessence group, a marketing consultant firm and hosts the small biz chat, and serial entrepreneur jay goltz owns and operates four businesses in chicago, maybe soon in new york, and he is also a blogger starting next week for forbes.com. so good to see both of you. >> great to be here. >> good to be here. >> jay, i hope you open your next business or store in new york so you can be on the set with us next time. >> sure. >> we'll see how that goes. let's start with you, melinda. your top tip. >> never let a customer down. it really comes down to it, particularly for these guys in professional service businesses. sometimes it's hard. sometimes clients are demanding. sometimes you have to work on teams with people who don't know what they're doing. it doesn't matter. you have to do what you need to do for the client, even if it's not necessarily in your scope of work. if you go the extra mile, your customer will go the extra mile to keep you. >> but let's talk about this idea of you don't -- if you spend so much time going the extra mile fo