Owners of small businesses have to be efficient, have good people and time management skills. They also have to be able to effectively deal with conflicts when they arise, making this role a jack of all trades.
When dealing with staff and customers, a good manager knows how to listen, problem solve, be flexible and to make smart decisions. This is critical when you are trying to build a solid relationship with a new client or encourage a customer to return to your store. The manager who listens and supports his or her employees will build an environment of trust and get higher quality work from them.
The other key to being a good manager is the ability to deal with conflicts that arise with customers and employees in the workplace. If a customer is upset about a product or service, the manager is the person with the power to fix the problem, up to a point. How the owner deals with this kind of situation can make or break the chance of the person being a return customer. When employees have conflicts, the manager must know how to speak with them privately, help them find a solution and then make sure that the situation does not repeat itself.
This is a job role that also requires tough decisions. The owner or manager must make the necessary choices each that may not always be popular. That is when integrity comes into play, with the person in charge doing what is best for the business, employees and customers.