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

The Crappy Way to Success

I have been fortunate enough to know a lot of fairly successful people: authors, musicians, business owners, and more. And with few exceptions, there is one common denominator to their success: they all began as crappy authors, musicians, and business owners. So much so that I Read More

You Are What You Eat

The foodies are out to kill me. Seriously. As a public speaker, I often travel and have to eat out. Many people don’t realize that I have a cluster of food allergies and carry an epinephrine injector with me. And therein lies a tale of where Read More

Why No One Reads Your Blog

Many articles on small business success tell you to “connect with your customers” – and in particular, to write blogs. So you write a bunch, post them on your website, and hear nothing but crickets. Why is that? I am guessing that it is because you’ve Read More

The One-Word Secret to Small Business Success

Pick up a book on how to succeed in small business. Any book. You will find all sorts of advice on how to write a business plan, advertise, hire your first employees, and fill out your taxes. Most, however, will cough and sputter when they get Read More

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
 
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