Carol Roth Blog
This blog features New York Times Best Selling author Carol Roth's tough love on business and entrepreneurship, as well as insights from Carol's community of contributors.
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Rich Gallagher is a former customer service executive and practicing therapist who heads the Point of Contact Group. His books include two #1 customer service bestsellers, “What to Say to a Porcupine” and ”The Customer Service Survival Kit: What to Say to Defuse Your Worst Customer Situations,” both released by AMACOM. He has taught over 30,000 people what to say in their worst customer and workplace situations.

Articles by: Rich Gallagher

When Your Customer Is a Jerk

Rude. Demanding. Capricious. Unreasonable. High-maintenance. These are some of the words that come to mind when many small business owners think of their “favorite” customers – the ones you silently (or not so silently) roll your eyes about. These are the people who are never happy […] Read More

What a Tightrope Walker Can Teach Your Business

The title of this post makes an important point. Many people feel that starting a small business is a lot like being a performer going out on a tightrope. And they are absolutely correct. But not for the reason they might think. Both groups of people […] Read More

Silencing Your Biggest Critic

Many small business owners have an enemy. A critic who seems bent on making you fail. This person is unfailingly harsh, judgmental, and often just plain rude. In fact, far too often it seems like this person’s sole purpose in life is to humiliate you into […] Read More

Communication Skills: How’s Your Metacommunication?

People often feel – mistakenly – that business success revolves around communications skills. I do not agree. I feel that success actually revolves around your metacommunication skills. Psychologists define metacommunication as the sum of your verbal and non-verbal communication. For example, if you say “Glad to […] Read More

The Real Secret to Overcoming Objections

If you are selling something, what is the best way to overcome a prospective customer’s objections? My answer is simple: don’t. Let’s look at a real-life example: this morning, I just got off a phone call that went something like this: Them: “Hi, this is the […] Read More

Book Publishing: How to Make It to the Big Leagues

I recently reached a nice milestone as an author: As of this year, I have sold over a million dollars worth of books. At this point I consider myself to be the writing equivalent of an everyday MLB or NBA player – more like a solid […] Read More

How to Deal with Business Burnout

Are you feeling burned out? You have lots of company. And there is no lack of chirpy articles on how to deal with burnout in your life. They tell you to take a walk, see a movie, or stop and smell the roses. Or perhaps take […] Read More

The Ever-Fatal Sales Check In

What are the five words your customers dread the most when they pick up the phone? (Besides “Hi, this is the police” or “Dad, we need to talk”?) It is “Just calling to check in.” Common sales wisdom often tells you to check in with your […] Read More

How to Turn Your Crappiest Employees Around

If your small business is successful enough to start growing, you can count on one guarantee: some day you will have to contend with having a crappy employee. Or two. Or five. Of course, you can always fire crappy employees. And sometimes you should: if they […] Read More

How to Find Your Market

by Rich Gallagher and Sarah Thompson In November, I (Rich) wrote a blog about what I feel is the most ignored – and most critical – advice in starting a small business: work backwards from the market, not forward from your crazy idea. Which naturally led […] Read More
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