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Sometimes we get so caught up in building and marketing our businesses that we just sort of "overlook" what's happening "in" our business. Now you all know what a huge proponent I am of working "on" your business rather than "in" it, and I truly don't see the practice of stopping to look around at your own business once in a while as anything different. I have always kind of liked the idea of having a friend periodically call your business as a buyer and seeing how the call is handled. The results may scare you. [...]