Business
You Can’t Save The World, So Mind Your Own Finances

When I first started Financial Samurai back in 2009, I had idyllic dreams of helping as many people as possible achieve financial freedom. My finances were crumbling during the global financial crisis, and I wanted to break free from the corporate grind. So I wrote about how to do just that.
But like anything, over time, those starry-eyed hopes fade as reality sets in: you likely won’t be able to help as many people as you imagined. And as more time passes, you realize that no matter how hard you try, you can’t help people if they don’t want to help themselves.
When I accepted this truth, a sense of peace washed over me. I stopped trying to save the world and began trusting that, in the long run, everyone will act rationally in their own best interest.
Table of Contents
It’s Impossible to Help If There’s No Buy-In
Recently, I got an email response from a newsletter reader who said, “Thanks for your email, but honestly, it’s kind of depressing that you write about people with $5 million net worths trying to get to $10 and $15 million net worths. How many people can even just reach a $1 million net worth?”
I’ve certainly written about high-income and high-net-worth individuals before. However, nowhere in my June 15, 2025 weekly newsletter did I write about multi-millionaires trying to reach decamillionaire status. Instead, I discussed:
- Benign May inflation numbers, yet the stubborn rise in Treasury bond yields after Israel bombed Iran, and Iran retaliated
- My terrible life insurance mistake that cost me a small fortune and what you should learn from it
- The reacceleration of AI interest with the Scale AI acquisition by Meta and strong IPO performance from several tech companies
- The end of being a stay-at-home dad and what I’ve learned to help other dads who are considering
I had to double-check my newsletter to find out what the reader was referring to because I couldn’t recall.
But what’s more surprising is that I’ve mentioned my book, Millionaire Milestones: Simple Steps to Seven Figures, almost every week in some capacity for four months. The book is literally written to help those who haven’t achieved a million-dollar net worth get there—and then, for those who have reached the threshold, to amplify their wealth.
So, when I asked the reader whether he had read the book, he said he had not. Despite my efforts for the past 2.5 years writing and editing it, he decided the perfect book for his situation was not worth it. And that is completely fine!
However, you can’t say you’re unhappy why I’m not writing more for your situation when I’ve literally written a book exactly for your situation.
It’s Easier to Wear Slippers Than Carpet the World
In the past, I tried to meet every request. It was exhausting because everyone came from a different place. There was no efficient way to cover all topics without spending a huge amount of time writing every week.
Over time, I stopped enjoying the process because I was writing for others, not for myself. When you don’t write free, burnout is inevitable—it becomes just another job. I wanted the freedom to create on my own terms, which is one of the reasons I left finance in the first place.
You see, it’s easier to wear slippers than carpet the world. If you have a problem, it’s better to seek someone who’s faced the same issue for guidance, rather than expecting others to conform to your situation.
You can’t remove every tempting food from the world or stop processed food executives from making more poison due to the money. But you can stock your home with healthy food, find an exercise you enjoy, and build your own habits.
You can’t make other drivers better or traffic disappear. But you can leave earlier, listen to a podcast, or practice patience.
You can’t control the market or the Fed. Instead of trying to predict every move, build a diversified portfolio aligned with your goals and risk tolerance.
You can’t change a difficult boss or toxic office culture. But you can change how you respond—set boundaries, document your work, or find a new job.
Wear your slippers, folks! Your finances are your personal responsibility to get right.
Everybody Is Long-Term Rational When It Comes To Finances
Once you start focusing on changing yourself instead of trying to change others, life feels easier. And when you realize people usually figure things out for themselves, you don’t have to stress about anyone else’s money anymore. That kind of mindset brings a lot more freedom.
Here are some common examples.
1) Looking for a better asset allocation after a stock market scare
If you just went through an unpleasant bear market and are looking for a resource to help you rebalance your portfolio to match your risk tolerance, you’d just Google a proper asset allocation model of stocks and bonds by age. You’d then read the article, understand the risks and rewards, and rebalance accordingly.
You’re not just going to sit around and get pounded when the next bear market hits.
2) Drowning in credit card debt
After taking on one too many credit cards, you find yourself drowning in revolving consumer debt with a 28% APR. Instead of continuing to spend more than you make, the pain of seeing your consumer debt grow forces you to stop spending and slash expenses. The next step you’d rationally take would be to pay down your credit card debt as quickly as possible using the DAIR method.
You wouldn’t continue to spend like a maniac if you wanted the peace of mind of being debt-free.
3) Need to find a better job that comfortably pays the bills
After majoring in Art History, you’re unable to find a job making more than minimum wage. You rationally pursued this major because your parents were wealthy enough to let you enjoy your four years at a $100,000-a-year private university. Computer Science and Economics were just too hard!
However, after 18 months of being unemployed after college, your parents tell you to get a job—any job—instead of staying home playing video games. When you ask for spending money, they realize the error of their ways and tell you “no.” As a result, you rationally start applying to every minimum wage job out there so you don’t end up still living at home at age 30.
4) Surviving a layoff
After seeing dozens of colleagues get laid off over the past two years, you’re increasingly worried you’re next. Given you want to keep your job, you rationally stop playing pickleball during the workday. You also start going into the office on Fridays instead of “working from home” on the slopes or at the beach. Finally, you put in 40+ hours at your job and build strong relationships with your co-workers and boss.
If you do not adapt, your finances will likely suffer. As a result, you rationally try harder while also saving more money just in case you do get booted.
5) Retiring early without a pension
After 23 years with the same employer, you want out—but you’re afraid of losing a steady paycheck and some deferred compensation. With no pension, everything is on you to survive early retirement. Instead of just quitting your job, you rationally try to negotiate a severance package by reading a severance negotiation book. With tens of thousands of dollars on the line, there’s no way you’d just wing it during one of the most critical periods of your life.
For those aiming to retire early, there’s no way they’d settle for the national average savings rate of 5%. Instead, they’d rationally boost their savings to 20%, 50%, or maybe even 80% to get out as fast as possible.
6) Becoming a better DIY investor
After 10 years of investing in high-fee, actively managed funds in your 401(k), you run your portfolio through an investment analyzer. You’ve wondered why you dramatically underperformed the S&P 500. After seeing how much in AUM fees you’ve paid, you rationally sell all your actively managed funds and reinvest in low-fee index ETFs.
Since 80%+ of active managers underperform their indices over a 10-year period, it makes no sense to pay more for underperformance. If you continue to buy high-fee funds, it simply means you’re content with their performance and hope for future outperformance.
7) Getting bled dry from your insurance company
After discovering you’ve been paying 18–22 times more in life insurance premiums to USAA for years, you’d rationally cancel your policy—assuming you’re not terminally ill and already have a more affordable one. You’d also start auditing your monthly expenses to make sure you’re not overpaying. Nobody sticks with outrageous fees when better options exist.
If you truly feel wronged, you could wage a full-on battle online. Then you could file a complaint with the Consumer Financial Protection Bureau and expose their deceptive pricing tactics. Maybe the Bureau would step in, forcing the insurer to release audio recordings showing you weren’t willing to pay those sky-high premiums.
But if you mostly blame yourself for not watching your expenses closely enough, you might just let the issue lie—like an injured dog left to die.
8) Affording crazy college tuition in the future
While your wife is pregnant, you read a sad story about a brilliant, hard-working high schooler who passed on attending The College of William & Mary because he and his parents couldn’t afford the tuition. What a shame to not attend due to a lack of money.
Instead of hoping your kid becomes a genius or an athletic marvel who win scholarships, you open a 529 Plan the year your daughter is born. You contribute the gift tax limit every year so your daughter can go to whichever school she wants in the future. You also ask her grandparents to contribute as well.
If you love your kid more than anything, there’s no way you wouldn’t cut expenses and start investing for her today. But if you don’t care for her that much, then sure, spending on a vacation rental when you could stay with your parents for free or buying that sweet new car makes perfect sense.
9) Losing your shirt after buying a property near the top of the market
Let’s say you bought a property at the top of the market and the house proceeded to lose 30% of its value. The Global Financial Crisis crushed your income, and it took10 years for your property to get back to even. Given you don’t want to go through that terrible experience again, you learn to analyze properties thoroughly and follow conservative home-buying rules.
10) Not wanting to die young and rich
Your mentor of 20 years died at 62 with a net worth over $50 million. He worked 50 hours a week in banking, suffered from heart disease, and died of a sudden stroke. At 56, with a large enough net worth to generate passive income for life, you decide to cut out sugar, exercise an hour a day, and negotiate a severance to gain freedom. You wouldn’t keep working at a job you don’t love or continue eating poorly after seeing what happened to your mentor. Tomorrow is not guaranteed.
11) Not wanting to end up broke after a nasty divorce
Your friend of 18 years went through a long, ugly divorce. After 13 years of marriage and giving up her job to homeschool their kids during the pandemic, her husband left her. She was a great mom, but after 13 years out of the workforce, she was left with just basic child support and no meaningful income.
Seeing her struggle, you logically go back to work once your kids are in school full-time. You also keep your consulting skills fresh while being a stay-at-home parent. There’s no way you’re going to depend on a man for financial independence. Instead, you continue to depend on yourself, just in case.
12) Not wanting your children to flame you when they are adults and parents
One day, your kids will be grown, struggling to make it in this brutal world. And there will be a moment of reckoning—when they review how you did as a parent and provider.
- Did you show up to their school performances, or did you prioritize business trips instead?
- Why did you fight so violently with Mom or Dad in front of them instead of working things out in private?
- Why couldn’t you and Mom just stick it out until they went to college before separating? Did you really hate each other that much after having them and their sibling?
- Were you just pretending to be poorer than you were to keep them from becoming spoiled and entitled? Or did you really miss the boat and never invest in a portfolio of AI stocks near the beginning of the revolution?
You know that day is coming. The real question is: what are you doing today to make sure you have good answers when it does?
You’ll Eventually Figure Out Your Finances
As you can see from the examples, people almost always figure out a way to course-correct when things go sideways. I believe the same will happen for every single one of you reading Financial Samurai.
You’ll make changes when life gets hard enough—or when you witness something bad happen to someone else. It’s impossible not to stay on top of your finances if you subscribe to my posts or free weekly newsletter. We’re constantly tackling real issues and offering practical solutions. That’s why I don’t worry about you or your finances.
One of the most encouraging takeaways from consulting with many of you during the launch of Millionaire Milestones is just how financially prepared you already are. Every single person I spoke to was a long-time Financial Samurai reader with wealth far above the average or median for their age group.
People typically reach out because they’re facing a big decision and want reassurance they’re not missing something. I offer an honest, objective look at their finances, highlight blind spots, and map out what’s possible. That clarity gives people the confidence to take action.
We all need a little outside perspective from time to time to nudge us in the right direction. And if you don’t? That’s great too. It means you’re confident in your financial decisions and ready to keep going on your own.
So the next time you feel guilty or stressed about not being able to help someone else, take a breath and let it go. If they truly need help, they’ll find it—maybe even from you—when they’re ready.
You can’t save the world, and you’re not supposed to. The best thing you can do is patch up your slippers, keep walking your path, and be ready to help when the moment is right.
Subscribe To Financial Samurai
Listen and subscribe to The Financial Samurai podcast on Apple or Spotify. I interview experts in their respective fields and discuss some of the most interesting topics on this site. Your shares, ratings, and reviews are appreciated.
To expedite your journey to financial freedom, join over 60,000 others and subscribe to the free Financial Samurai newsletter. Financial Samurai is among the largest independently-owned personal finance websites, established in 2009. Everything is written based on firsthand experience and expertise.
Note: I’m currently on a 5-week vacation in Hawaii and won’t be taking on any new consulting clients until I return at the end of July. However, feel free to submit your information using the form at the bottom of my consulting page. I’ll follow up once I’m back and golden brown.

A blog which focuses on business, Networth, Technology, Entrepreneurship, Self Improvement, Celebrities, Top Lists, Travelling, Health, and lifestyle. A source that provides you with each and every top piece of information about the world. We cover various different topics.
Business
Low US Household Leverage Bodes Well For The Economy

One of the things that gives me great comfort about the health of the U.S. economy is our historically low household leverage. According to the Federal Reserve Board, household leverage is now at an 80-year low—a remarkable sign of financial discipline.
So let me be the first to congratulate you for not loading up on debt like so many did between 2000 and 2008, right before the worst financial crisis of our lifetimes!
Back then, people lost their jobs and massive chunks of their net worth because of too much leverage. I was one of them—I had two mortgages and ended up losing 35% to 40% of my net worth in just six months. It took a decade to rebuild.
After that experience, I promised myself: never again will I take on that much debt.

Table of Contents
Households Can Better Withstand the Next Recession
Nobody likes a recession or stagflation. But with household leverage at an 80-year low, it’s highly unlikely we’ll face another global financial crisis like in 2009. Households are simply too cashed up to panic-sell. Instead, most will hunker down and wait for better times to return.
Thanks to this strength, I plan to use any correction as an opportunity to buy the dip—for both my retirement accounts and my children’s. With so much cash on the sidelines, we’re more likely to see V-shaped recoveries than drawn-out U-shaped ones.
Personally, after selling our previous rental, I’m sitting on ample liquidity in Treasury bills and public stocks I can sell and settle within days. And with a fully paid-off primary residence, there’s almost zero chance I’ll ever sell at a discount. Why would I, with no mortgage and no urgency? Around 40% of U.S. homeowners now own their properties outright.
Just imagine how much the stock market, real estate, and Bitcoin could surge if household leverage ever returns to 2007 levels. Risk assets would likely skyrocket once again. And based on human nature and our historical appetite for risk, I wouldn’t be surprised if leverage ramps back up, especially as interest rates continue to decline.

On top of that, millions of homeowners locked in rock-bottom mortgage rates in 2020 and 2021. The tappable home equity across the country is enormous compared to 2007, making another housing-driven crash highly unlikely.

The Only Good Type of Leverage
In general, the less debt you have, the better. But in a bull market, strategic leverage can accelerate wealth building. So what’s a financial freedom seeker supposed to do?
First, understand that not all debt is created equal. Consumer debt, especially from credit cards, is the worst kind of widely available debt. With average credit card interest rates north of 25%, you’re basically giving your lender a return Warren Buffett himself would envy. For the love of all that’s good in this world, avoid revolving consumer debt at all costs.
The only type of debt I condone is mortgage debt used to build long-term wealth. It’s generally one of the lowest-cost forms of borrowing because it’s secured by a real, usable asset. Being able to leverage up 5:1 by putting just 20% down to buy a home—and then live in it for free or even profit—is an incredible opportunity.
That’s why I’m a strong proponent of everyone at least getting neutral real estate by owning their primary residence. Hold it long enough, and thanks to forced savings, inflation, and mostly fixed housing costs, you’ll likely come out far ahead compared to renting a similar place. People like to say they will save and invest the difference, but most people can’t keep it up over the long term.
As for margin debt to invest in stocks? I’m not a fan. Stocks offer no utility, are more volatile, and margin rates are usually much higher than mortgage rates. If you’re going to use debt, at least tie it to something you can live in and control.

The Recommended Asset-To-Debt Ratio By Age
Here’s a useful framework to assess your financial health: a suggested asset-to-debt (liability) ratio, paired with a target net worth by age. The asset-to-debt ratio applies broadly, regardless of income.
The net worth targets assume a household earning between $150,000 to $300,000 during their working years, maxing out their 401(k), saving an additional 20% of after-401(k) income, and owning a primary residence. In short, aim for a net worth equal to 20X your average household income if you want to feel financially free.

After running the numbers and reflecting on real-world conditions, I believe most people should aim for a steady-state asset-to-liability ratio of at least 5:1 during their highest earning years to retire comfortably.
Why 5:1? Because having five times more assets than liabilities puts you in a strong position to ride out economic storms. Ideally, your debt is tied to appreciating assets—like real estate—not high-interest consumer debt. If your liabilities equal about 20% of your assets, you’re still benefiting from some leverage, without taking excessive risk.
By your 60s and beyond, the goal should shift toward being completely debt-free. An asset-to-liability ratio of 10:1 or higher is ideal at this stage—for example, $1 million in assets and $100,000 in remaining mortgage debt. At this point, most people are eager to eliminate all debt for peace of mind and maximum financial flexibility in retirement.
The peace of mind and flexibility that come with zero debt (infinity ratio) in retirement is hard to overstate.
Be OK With No Longer Maximizing Every Dollar
After selling my former primary residence—which I rented out for a year—I wiped out about $1.4 million in mortgage debt. Even though the rate was low, it feels great to have one less property to manage. Now, with just one mortgage remaining as I approach 50, life feels simpler and a little more manageable.
When my 2.625% ARM resets to 4.625% in the second half of 2026, I may begin paying down extra principal monthly. By then, I expect the 10-year bond yield to be lower, making paying down debt more appealing. While I might miss out on further upside if San Francisco real estate keeps climbing—especially with the AI boom—I no longer care about squeezing out every dollar with leverage.
I’ve built a large enough financial foundation to feel secure. These days, I’m optimizing for simplicity, steady income, and gradual appreciation—the kind that helps me sleep well at night. Chances are, once you hit your 50s, you’ll feel the same too.
The drive to maximize returns eventually takes a backseat to the desire for clarity, peace, and freedom with the time we have left.
Readers, what’s your current asset-to-debt ratio? Are you surprised U.S. household leverage is at an 80-year low? Do you think another recession as long and deep as 2009 is likely? And do you hope to be completely debt-free by the time you retire?
Optimize Your Leverage With A Free Financial Check-Up
One of the biggest signs of a healthy economy today is the fact that U.S. household leverage is near an 80-year low. If you’re working toward becoming debt-free and want to ensure your net worth is positioned for both growth and stability, consider getting a free financial analysis from Empower.
If you have over $100,000 in investable assets—whether in a taxable brokerage account, 401(k), IRA, or savings—a seasoned Empower financial advisor can help you assess your portfolio with fresh eyes. This no-obligation session could uncover inefficient allocations, unnecessary fees, and opportunities to better align your financial structure with your long-term goals.
A sound asset-to-debt ratio and clear investment strategy are key to lasting financial independence. Empower can help you stress test both.
Get your free check-up here and take one step closer to optimizing your financial foundation.
(Disclosure: This statement is provided to you by Financial Samurai (“Promoter”), who has entered into a written referral agreement with Empower Advisory Group, LLC (“EAG”). Learn more here.)
Diversify Your Assets While Reducing Risk Exposure
As you reduce debt, it’s smart to also diversify your investments. In addition to stocks and bonds, private real estate offers an appealing combination of income generation and capital appreciation. With an investment minimum of only $10, you don’t need to take out a mortgage to invest either.
That’s why I’ve invested over $400,000 with Fundrise, a private real estate platform that lets you invest 100% passively in residential and industrial properties across the Sunbelt, where valuations are more reasonable and yield potential is higher.
Fundrise also offers venture exposure to top-tier private AI companies like OpenAI, Anthropic, Databricks, and Anduril through Fundrise Venture. If you believe in the long-term potential of AI but can’t directly invest in these names, this is a unique way to get access.

Fundrise is a long-time sponsor of Financial Samurai as our investment philosophies are aligned. I invest in what I believe in. I have a goal of building a $500,000 position with regular dollar-cost averaging each year.
Subscribe To Financial Samurai
Listen and subscribe to The Financial Samurai podcast on Apple or Spotify. I interview experts in their respective fields and discuss some of the most interesting topics on this site. Your shares, ratings, and reviews are appreciated.
To expedite your journey to financial freedom, join over 60,000 others and subscribe to the free Financial Samurai newsletter. Financial Samurai is among the largest independently-owned personal finance websites, established in 2009. Everything is written based on firsthand experience and expertise.

A blog which focuses on business, Networth, Technology, Entrepreneurship, Self Improvement, Celebrities, Top Lists, Travelling, Health, and lifestyle. A source that provides you with each and every top piece of information about the world. We cover various different topics.
Business
What My First Failed Startup Taught Me — and How I Finally Got It Right 20 Years Later

Opinions expressed by Entrepreneur contributors are their own.
They say timing is everything — and that’s a lesson I’ve learned the hard way.
Today, I’m building a startup I truly believe in. But the truth is, this journey didn’t start last year. It began more than 20 years ago — with a big idea, the wrong timing and some painful but necessary lessons that would shape everything I’m doing now.
How it started
In 2007, inspired by platforms like Craigslist and LinkedIn, I set out to bring a new kind of online platform to life. I had a strong concept, but not the technical skills to build it alone. So I partnered with a close friend who could fill that gap.
At first, we were excited. But over time, cracks formed — our visions didn’t align, our strategies drifted, and financial pressure mounted. Eventually, we had to walk away.
It was disappointing, even devastating. But I never stopped believing in the core idea. Instead, I paused to reflect on what went wrong, what I’d learned, and what I needed to do differently next time.
That reflection helped shape both who I am and how I operate today.
What I learned (the first time around)
- Learning never stops: Your best insights often come from others. Lean into your network — mentors, peers, even critics. Learning from others and sharing your own experience creates a powerful loop of growth.
- Be willing to adapt: Even with a great idea, you have to stay flexible. Whether you’re launching or scaling, being able to pivot when needed isn’t a weakness — it’s a survival skill.
Getting it right the second time
- Start with clarity: A shared vision is critical. Before launching, make sure you and your co-founder(s) are aligned on goals, roles, and long-term expectations. Misalignment early on will cost you later.
- Be honest with yourself and your team: Ask the hard questions up front: Why are we doing this? What problem are we solving? Who are we solving it for? If your answers don’t match, it’s time to regroup.
- Culture matters as much as code: Yes, you need technical talent. But you also need people who share your values, collaborate well, and grow with the company. Don’t underestimate cultural fit — it makes or breaks teams.
If you build it, will they come?
This time around, I approached things differently. I didn’t just assume the idea was good — I tested it. I asked:
Are we solving a real problem?
Does the market need this now?
What’s our unique value proposition (UVP)?
Why would anyone choose us?
Customer-first thinking became the foundation. Instead of building what we thought was valuable, we built what the market actually needed — and made sure our solution stayed relevant.
Getting tactical: what every founder needs to consider
- Do your homework: Understand your industry, track trends, study user behavior and know your competition.
- Create a strategy: Write a business plan. Forecast your finances. Know your funding options.
- Formalize the business: Register your company, get your EIN, licenses, permits, and build your legal foundation properly.
- Build the right team: Use your network to find people who align with your mission and culture.
- Sell the vision: Know your customer, refine your message and create a product or service they actually want.
Related: 10 Lessons I Learned From Failing My First Acquisition
Final thoughts
Be both sales-driven and market-aware. Know your audience — where they get information, what problems they face, what resonates with them. Your customer acquisition strategy should be informed by real data, not just instinct.
And most importantly, keep an open mind. Inspiration can come from anywhere — a conversation, a failure, a new connection. The more you listen, the more likely you are to spot those game-changing ideas.
Building something meaningful takes time. For me, it took over 20 years. But every setback, misstep and restart has made this journey — and this version of the startup — infinitely more grounded and more real.

A blog which focuses on business, Networth, Technology, Entrepreneurship, Self Improvement, Celebrities, Top Lists, Travelling, Health, and lifestyle. A source that provides you with each and every top piece of information about the world. We cover various different topics.
Business
He Went From Customer to CEO of 16 Handles

Opinions expressed by Entrepreneur contributors are their own.
Fresh out of an unfulfilling finance career, Neil Hershman was looking for something different — something he could build with his own hands. That search led him to 16 Handles, a New York-based froyo brand he frequented as a customer.
Astrophysics degree in one hand, finance resume in the other, Hershman found himself behind the counter of his first 16 Handles franchise, sleeves rolled up and running the store from open to close.
What started as a side project quickly spiraled into something bigger. “Open and close, every single shift I was working,” Hershman says. “I was able to advance the business [and] bring in additional revenue to the point where the profit was so great that I decided to leave all my other projects and just focus on 16 Handles.”
At a time when other entrepreneurs were retreating, Hershman expanded. He started building new stores across New York City during Covid-19, when retail leases were cheap and competitors were shuttering. “Instead of getting scared, I was the one coming in and building,” he says.
Soon, he wasn’t just running locations. He was leading the entire company.
Since acquiring the brand from founder Solomon Choi in 2022, Hershman has led a nationwide expansion of the froyo chain from 30 to 150-plus locations. His unexpected journey from customer to franchisee to CEO gives him a unique edge in today’s crowded dessert market.
Hershman is behind some of the brand’s wildest flavors, ranging from Harry Potter references to “french fry frozen yogurt” (a play on McDonald’s frequently broken ice cream machines). “I am part of the customer base,” he says. “My family, my friends, everyone is part of the customer base. So it’s just ideas that we have.”
The results speak for themselves. “Our sales growth has been phenomenal, like when we launched french fry, or the Squid Games-inspired flavor, or the butter beer out of Harry Potter,” he says. “Our sales are up like 30-40% the week that we launched compared to prior years. So it really does make a difference.”
But building a thriving brand takes more than flavor. It takes trust, consistency and loyalty — not just from customers, but from the team. That’s why the first person Hershman hired was Lisa Mallon, who co-owned the Fairfield, Connecticut, location with her husband for 13 years.
“Who knows the brand better and believes in the brand more than people who have been successful with the brand?” Hershman says. “Somebody who’s got 13 years of running a store open to close and knows customer interactions and [what] customers want, how to make the best bang for your buck on this business.”
This strategy helps the brand stay consistent, which are the callouts Hershman appreciates most in customer reviews.
“We used to have one girl who ordered every single day, and it would always come through around the same time, to the point where when you heard the printer printing at that time, we knew it was her order and what to do,” he says.
One day, she left a five-star review with a picture of her froyo on her coffee table. “Love this place, great chocolate,” she wrote.
For Hershman, these few words were a source of encouragement. “Even though it feels monotonous that we’re packing the same order every single day, there’s somebody at the other end who all day is probably looking forward to this moment of opening up this bag,” he says.
Hershman stressed the importance of paying close attention to reviews, whether positive or critical.
“[Loyal customers] know what to look for best,” he says. “Those are really important for us as a franchisor to know what’s going on with our locations, and for store operators to know what’s going on in the customer’s mind.”
Related: This Local Bakery Has Lines Out the Door. Here Are the Secrets to Its Success.
Hershman and his team keep a close eye on review platforms like Yelp to help refine operations and build trust while keeping in mind that not every critique is a call to action.
For example, one of the challenges Hershman identified is not getting the full picture of a customer’s experience based on their review. “You just get the edges, so it makes it a little hard to use those reviews as a long-term decision maker,” he says.
Nevertheless, critical reviews can provide clarity, and good reviews can build credibility. Both are opportunities to grow as a business.
Hershman’s story is about seeing potential where others see plateaus and making truly special moments for customers, who will return for the consistent experience again and again.
After taking over as CEO and reimagining 16 Handles for a new generation, Hershman’s advice to entrepreneurs is simple but powerful:
- Obsess over the customer experience. From staple products to add-on services, everything can be improved to build trust and cultivate repeat business.
- Build customer loyalty at every turn. Reading and responding to customer feedback lets customers know their voices are heard.
- Innovate with purpose. Not every business idea will see the light of day, but focusing on constant improvement will keep your business competitive.
- See your business through the eyes of a customer. Spending time on the front lines can give you a fresh perspective on what’s working and what needs to be improved.
Listen to the episode to hear directly from Neil Hershman, and subscribe to Behind the Review for more from new business owners and reviewers every Tuesday.
Editorial contributions by Jiah Choe and Kristi Lindahl

A blog which focuses on business, Networth, Technology, Entrepreneurship, Self Improvement, Celebrities, Top Lists, Travelling, Health, and lifestyle. A source that provides you with each and every top piece of information about the world. We cover various different topics.
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