BJ and Rich review "I Disagree," by none other than Jessica Tarlov. Jessica is a prominent political strategist, data-driven analyst, and corporate research executive holding a PhD from the London School of Economics.

Customers aren't broken; they're burned. And burned is fixable. And the owners who fix it win the customers everyone else lost.

Most owners killed their team meetings because they were awful. That was the right instinct and the wrong fix.

When was the last time you named a win out loud, in front of everybody? Your best employee didn't leave for money. She left because nobody noticed her.

Nine years. 469 episodes. Not one missed Tuesday. Here is the exact system that made it happen.

Four owners wrote in this month with the same problem wearing four different masks. Every one of them was the bottleneck.

Self-checkout saved supermarkets' payroll. Then shoplifting ate the savings. Rich Gee and BJ Flagg break down what that means for a business where the owner is the one still standing there when the bill arrives.

Owners tell us their team stopped bringing ideas years ago. They ask for input, get silence, then decide alone anyway. Good news — that's a system problem, and systems get fixed.