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

Failure: Everyone’s Dirty Little Secret

What is the one thing that entrepreneurs like to talk about least – their finances? Their client pipeline? Their sex life? I would say that the one topic that towers over all of these is failure. No one wants to talk about how they fell short. […]
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The PITA Principle

People my age remember a bestselling business book entitled The Peter Principle. Named after its author, the late Dr. Laurence J. Peter, its point was that people are promoted based on their past performance, not on their future potential – so people ultimately rise to a […]
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The Law of Twice: Taking the Risk Out of Self-Employment

Congratulations! You are planning to leave the 9-to-5 and start your own business. Our genial host Carol Roth would be the first to tell you that being an entrepreneur is not an easy road. She should know: she is nationally known for judging people’s business plans, […]
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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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