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	<title>Carol Roth &#187; Rich Gallagher</title>
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		<title>You Are In the Relationship Business</title>
		<link>http://www.carolroth.com/blog/you-are-in-the-relationship-business/</link>
		<comments>http://www.carolroth.com/blog/you-are-in-the-relationship-business/#comments</comments>
		<pubDate>Mon, 20 May 2013 11:00:47 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=775048</guid>
		<description><![CDATA[I was just in Carol Roth&#8217;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 asked the driver about it. He replied that this [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<title>How Not to Apologize</title>
		<link>http://www.carolroth.com/blog/how-not-to-apologize/</link>
		<comments>http://www.carolroth.com/blog/how-not-to-apologize/#comments</comments>
		<pubDate>Thu, 09 May 2013 11:00:05 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Business Strategy]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=774970</guid>
		<description><![CDATA[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 err is human, but to give a stilted, insincere [...]]]></description>
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		<slash:comments>9</slash:comments>
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		<title>How to Tell Clients They Are Stupid</title>
		<link>http://www.carolroth.com/blog/how-to-tell-clients-they-are-stupid/</link>
		<comments>http://www.carolroth.com/blog/how-to-tell-clients-they-are-stupid/#comments</comments>
		<pubDate>Thu, 18 Apr 2013 11:00:54 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=774750</guid>
		<description><![CDATA[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&#8217;t really believe in labeling people &#8211; or clients &#8211; as stupid. In fact, I love my own clients (and don&#8217;t worry, [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<title>Your Slice of the Pie</title>
		<link>http://www.carolroth.com/blog/your-slice-of-the-pie/</link>
		<comments>http://www.carolroth.com/blog/your-slice-of-the-pie/#comments</comments>
		<pubDate>Wed, 03 Apr 2013 11:00:03 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Business Strategy]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=774580</guid>
		<description><![CDATA[Sometimes &#8211; in fact, often &#8211; 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 their perspective &#8211; backed up by a lot of [...]]]></description>
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		<slash:comments>2</slash:comments>
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		<title>How to Handle Your Very Worst Customer Situations</title>
		<link>http://www.carolroth.com/blog/handle-very-worst-customer-situations/</link>
		<comments>http://www.carolroth.com/blog/handle-very-worst-customer-situations/#comments</comments>
		<pubDate>Wed, 27 Mar 2013 11:00:02 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Business Strategy]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=774531</guid>
		<description><![CDATA[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&#8217;t rudeness. It isn&#8217;t indifference. It is FEAR. People worry about twisting helplessly in the wind if a customer goes off on them, so they approach each and every [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<title>Fear: Easy Does It</title>
		<link>http://www.carolroth.com/blog/fear-easy-does-it/</link>
		<comments>http://www.carolroth.com/blog/fear-easy-does-it/#comments</comments>
		<pubDate>Fri, 15 Mar 2013 11:00:59 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Business Strategy]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=774420</guid>
		<description><![CDATA[How do you overcome a fear? This is a loaded question. It ties together both of my &#8220;day jobs&#8221; 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, you don&#8217;t overcome a fear by screwing up your [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Let&#8217;s Call Off the Engagement</title>
		<link>http://www.carolroth.com/blog/lets-call-off-engagement/</link>
		<comments>http://www.carolroth.com/blog/lets-call-off-engagement/#comments</comments>
		<pubDate>Mon, 25 Feb 2013 11:00:55 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Business Strategy]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=774233</guid>
		<description><![CDATA[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 I never asked for it. Even though I am [...]]]></description>
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		<slash:comments>2</slash:comments>
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		<title>Getting a Premium Price: Communications Secrets of the High Earners</title>
		<link>http://www.carolroth.com/blog/premium-price-communications-secrets/</link>
		<comments>http://www.carolroth.com/blog/premium-price-communications-secrets/#comments</comments>
		<pubDate>Fri, 18 Jan 2013 11:00:13 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Business Strategy]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=773881</guid>
		<description><![CDATA[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 &#8220;X&#8221; on one of the valves, and tells them to replace [...]]]></description>
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		<slash:comments>4</slash:comments>
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		<title>Beware the Nice Customer</title>
		<link>http://www.carolroth.com/blog/beware-the-nice-customer/</link>
		<comments>http://www.carolroth.com/blog/beware-the-nice-customer/#comments</comments>
		<pubDate>Wed, 02 Jan 2013 11:00:47 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Business Strategy]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=773628</guid>
		<description><![CDATA[Did you know that pumpernickel bread is thicker in the middle and smaller at the ends? One deli apparently didn&#8217;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 took it back to the counter and told them [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<title>The Problem With Horrible Customers? You!</title>
		<link>http://www.carolroth.com/blog/problem-with-horrible-customers/</link>
		<comments>http://www.carolroth.com/blog/problem-with-horrible-customers/#comments</comments>
		<pubDate>Mon, 10 Dec 2012 11:00:48 +0000</pubDate>
		<dc:creator>Rich Gallagher</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Homepage]]></category>

		<guid isPermaLink="false">http://www.carolroth.com/?p=773373</guid>
		<description><![CDATA[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, &#8220;This Gallagher guy obviously has never met some of *my* worst customers!&#8221; But please bear with me. I make a [...]]]></description>
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		<slash:comments>1</slash:comments>
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