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

You Are In the Relationship Business

Written By: Rich Gallagher
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

How Not to Apologize

Written By: Rich Gallagher
You messed up. It happens to the best of us. And now your business needs to apologize to a customer, a supplier, or even the public. So here is something you probably never realized: Your apology is often more important than the actual transgression itself. To Read More

How to Tell Clients They Are Stupid

Written By: Rich Gallagher
Do you ever wish you could let some of your clients know how incredibly stupid they are? Well, with the aid of a little behavioral psychology, now you can! First, a disclaimer. I don’t really believe in labeling people – or clients – as stupid. In Read More

Your Slice of the Pie

Written By: Rich Gallagher
Sometimes – in fact, often – people come into my therapy practice, plop themselves down, and announce that they are a failure. What do you think my response is? If you guessed that I do not agree with them, you are correct. But what actually changes Read More

How to Handle Your Very Worst Customer Situations

Written By: Rich Gallagher
As someone who spent much of his career managing customer contact centers, you might be surprised to learn the real reason for most bad service. It isn’t rudeness. It isn’t indifference. It is FEAR. People worry about twisting helplessly in the wind if a customer goes Read More

Fear: Easy Does It

Written By: Rich Gallagher
How do you overcome a fear? This is a loaded question. It ties together both of my “day jobs” of being a small business owner and a psychotherapist. And I hope the answer will change the way you look at your small business. In my experience, Read More

Let’s Call Off the Engagement

Written By: Rich Gallagher
Do you think I look good in support pantyhose? One company obviously thinks so. Because soon after I politely made an online order on behalf of one of my older relatives, I started receiving a daily email advertising the latest deals in support pantyhose. Even though Read More

Getting a Premium Price: Communications Secrets of the High Earners

Written By: Rich Gallagher
An old joke among engineers goes something like this: a plant is completely shut down. They frantically call in a consultant to figure out the problem. She studies the situation, walks into a complex network of piping, takes out a marking pen, marks an “X” on Read More

Beware the Nice Customer

Written By: Rich Gallagher
Did you know that pumpernickel bread is thicker in the middle and smaller at the ends? One deli apparently didn’t. Because once they made me a sandwich from the end of the loaf, which was about half the size of my normal sandwich. And when I Read More

The Problem With Horrible Customers? You!

Written By: Rich Gallagher
I admit it. I am making a pretty outrageous claim in the title of this blog. And I know the CarolRoth.com audience of really smart business owners well enough that many of you are saying, “This Gallagher guy obviously has never met some of *my* worst Read More
 
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