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 25,000 people what to say in their worst customer and workplace situations.

Articles by: Rich Gallagher

Stop Explaining Yourself to Customers

I really only have two major vices in life: major league baseball and whirlpool suites. So I was really looking forward to combining the two on a trip to Pittsburgh last week, on a rare couple of days off. Late that night, after watching the Pirates Read More

Feel the Fear and Do It Anyway? Not so Fast.

Have you ever heard slogans like these? “Freedom lies on the other side of fear” “Success lies outside your comfort zone” “Feel the fear and do it anyway” Well then, I’ve got a new slogan for you. Try this one on for size: “Doing something that Read More

Cancellations are Awesome: A Contrarian Look at Rules

Ever see a notice from a health care practitioner that says that you have to cancel on 24 hours notice, or pay a penalty? This is a loaded question with an ulterior motive: I want you to start taking a fresh look at all of the Read More

Playing Whack-A-Mole with Your Customers

I recently needed an auto part. Badly. Cold and wet, I stumbled into one store after another and asked for it. The universal answer? “Nope.” Gosh, I really need this part. Any idea where I can get it? “I dunno.” Well, what if you ordered one Read More

Escaping the Positive Thinking Trap

“You’ll see it when you believe it” - Wayne Dyer, PhD “If you can dream it, then you can achieve it” - Zig Ziglar, CSP “Down with positive thinking” - Rich Gallagher, LMFT What could possibly be wrong with positive thinking? Isn’t it a little like Read More

Customer Service Horror Stories: The Small Biz Edition

Do you run a small business? Then this Halloween, I am going to share a very frightful observation with you. See that big box store down the road from you? Their lowliest employees know more – in fact, probably a lot more – about customer service Read More

How to Really Listen

Are you a good listener? Almost everyone thinks so. But I’ll let you in on a secret: Most people aren’t. Don’t believe me? Try an experiment. Go to the grocery store, the post office, or your favorite restaurant – anywhere where people interact with each other Read More

The $20 Sales Pitch

Have you ever gone to a store with a good sale, and found yourself buying a lot of full-priced stuff too? Or how about sitting down at a nickel slot machine at a casino, and marveling at how quickly that $100 fled your pocket? Some people Read More

Going By the Book

What can a book convention teach you about your business? Plenty. One of the greatest perks of being a royalty-published author is that it allows me access to Book Expo America (BEA), the annual publishing industry conference. It is not open to the public, but for Read More

You Are In the Relationship Business

I was just in Carol Roth’s hometown of Chicago for a quick business trip this week, sitting in the back of the hotel shuttle van, when I noticed the driver and an older passenger talking like old friends up front. After the passenger got off, I Read More
 
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