A few weeks ago I received a telephone call from an industry executive and WhatTheyThink reader who described himself as an "over age 65" founder/owner of a printing company with 40 employees.

He told me he was growing tired of struggling to keep everything together and wanted to know if there was a "magic bullet" to bring his business components together and make them simpatico. His ultimate objective, within a few years, was to either: (1) sell the business on the open market and retire; or (2) pass the business on to family members who had expressed an interest in it. Recent health problems also factored into his current situation, but for the present time his health had stabilized. He mentioned that even though he was healthy now, his age and health have inspired him to get going and "fix a somewhat broken business."

"Since September 11, I think the business has become more competitive, less friendly, more dog-eat-dog. Whatever happened to customer loyalty? Where are the customers I had in the 1990s and the mutually beneficial relationships we worked so hard to forge?"