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

No, You Aren’t Too Busy

Every small business owner has a song they sing silently to themselves. It goes something like this: “I’m too busy, yes indeed I’m too busy to breathe Everything would be just fine If only I had more time” Except that this song is a lie. I’ll […]
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Finding Shangri-La in Your Small Business

Shangri-La. It is a name that evokes images of Utopia, a paradise on earth. But in reality, it has a more specific historical meaning that I feel is an important metaphor for you and your small business. You see, in the actual 1933 novel Lost Horizon, […]
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Mastering Your Most Difficult Workplace Conversations

Do you have trouble giving difficult messages to people? Like telling people they need to work harder, or come in on time, or even shower more often? These tough conversations are actually a lot easier than you think – with the help of a little behavioral […]
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Don’t Make Your Customers Go Through Customs

Here I am at a local bookstore. Book in hand. Money in hand. Ready to trade one for the other. Simple, right? Not so much. Here is the conversation I ended up having: Me: Hi, I’d like to buy these books.Them: Can I have your phone […]
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Managing Anxiety: The Small Business Edition

Running a small business and anxiety often go hand-in-hand – particularly in those tense early days where money is tight, success is uncertain, and new challenges seem to lurk around every corner. For many people, anxiety is an unwelcome guest that can sap your energy or […]
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How to Be a Brilliant Conversationalist

Many years ago on a visit to Ireland, I kissed the fabled Blarney Stone, rumored to give you the gift of gab for the rest of your life. (And I truly earned that gift of gab – to kiss it, you are lowered upside down by […]
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The 20% Rule

Nearly a decade ago, I did something a little crazy. I went back to graduate school in my 50s to study to become a psychotherapist. It was something I wanted to do all my life, but had pushed aside decades ago in favor of a more […]
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Top Five Tips for Getting Referral Business

I sometimes joke that my most successful marketing strategy is waiting for the phone to ring. Because, in point of fact, it is. The majority of my speaking engagements, writing gigs and therapy clients all come from other people sending them my way. People underestimate the […]
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The Five Parts of A Successful Book Proposal

Quick question: why are you here on CarolRoth.com? Yes, she is a great small business strategist, a lovely person, and one of quickest wits in the business community. But I am guessing you first heard of her through her media platform. Which in turn was fueled […]
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50 at 50: My Secrets to Success

This is my 50th blog for my good friend (and literary partner-in-crime) Carol Roth. To celebrate, I am going to share with you 50 principles that I honestly feel are my own secrets to success, many of which are distilled from my four-plus years of blogging […]
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