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This week, in episode 146, Jay Goltz and Laura Zander talk about the limits of their own management. Once a business gets past a certain size, no owner can do everything or even be aware of everything. But where do you draw the line? Does the owner need to be conversant with most aspects of management, marketing, and finance to oversee the business? This came up, in part, because Jay told us recently that his framing shops routinely ask customers how they learned of the business and that a recent review indicated that his social media efforts were not having an impact. But when asked about those efforts, Jay wasn\u2019t entirely sure what they consisted of or if they even existed. Perhaps surprisingly, it also became clear that Jay wasn\u2019t all that interested in learning more. It was working well enough, he\u2019d concluded, and that was all he needed to know. And that\u2019s the starting point for today\u2019s main conversation. Along the way, we also address such questions as: Where\u2019s the line between being a manager and being a therapist? Do owners need to be passionate about their businesses? What does the phrase \u201cpeople over profits\u201d really mean? And while \u201cthe customer is always right\u201d has become a cliche, is it really a good policy?