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

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

How to Really Listen

Are you a good listener? Almost everyone thinks so. But I’ll let you in on a secret: Most people aren’t. Don’t believe me? Try an experiment. Go to the grocery store, the post office, or your favorite restaurant – anywhere where people interact with each other Read More

The $20 Sales Pitch

Have you ever gone to a store with a good sale, and found yourself buying a lot of full-priced stuff too? Or how about sitting down at a nickel slot machine at a casino, and marveling at how quickly that $100 fled your pocket? Some people Read More

Going By the Book

What can a book convention teach you about your business? Plenty. One of the greatest perks of being a royalty-published author is that it allows me access to Book Expo America (BEA), the annual publishing industry conference. It is not open to the public, but for Read More

You Are In the Relationship Business

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

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

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

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

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

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
 
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