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

Why Your Book Stinks

Written By: Rich Gallagher
If you run a business – and particularly if you are a solopreneur where you are the product – the holy grail of publicity is often a published book. But many of you feel that there is this vast gulf between you and “Those Who Are Read More

What Bickering Couples and Business Partners Have in Common

Written By: Rich Gallagher
Are you one of those lucky small businesses with partners? Let me guess, you all see eye to eye most of the time, right? Wrong. If you are like most small business partnerships I know, you probably have feuds where it sometimes seems like the blood Read More

Customer Service: Don’t Say No – Use the LPFSA!

Written By: Rich Gallagher
Do you ever have situations where you feel you have to say “no” to clients? And then they get upset about it? I have a story for you. I am a huge baseball fan. And I often travel to games in Philadelphia, the closest major league Read More

Ask and You Shall Receive

Written By: Rich Gallagher
Years ago, I learned one of my most powerful customer engagement tools when I was about to pass out on stage in front of 300 people. I have no stage fright whatsoever, speaking 40-50 times a year, but I do have nasal allergies. And on this Read More

Nooks and Crannies: My Productivity Secret

Written By: Rich Gallagher
Pour a bunch of rocks in a jar. Is it full? Then, put a bunch of smaller pebbles in. Full yet? Now, fill it to the rim with sand. Finally getting full? Only after you pour in water. Nearly every single one of us feels that Read More

Customer Service: How to Banish Negative Customers Forever

Written By: Rich Gallagher
Ask me about my business, and I will always tell you what fantastic clients I have. Ask less successful people, and I’ll bet many of them will tell you how horrible their clients are. What happened here? Was there some cosmic shift where all the lousy Read More

Why I Don’t Read Your E-mails

Written By: Rich Gallagher
You are in a competition and you don’t even know it. You are one of the billion, jillion e-mails in my inbox, trying to get my attention. Most of the time, you aren’t succeeding. And no, it isn’t because of response rates, or spam filters, or Read More

Competitor Schmetitor

Written By: Rich Gallagher
There is a group of people out there that potentially represent one of your biggest sources of income. They rank right up there with your current prospects and your existing customers. But most of you reading this never, ever connect with them. Who are they? They Read More

The Most Profitable Thing That You Will Ever Write

Written By: Rich Gallagher
If you run a small business, particularly a knowledge or consulting business, you probably do a lot of writing: articles, marketing materials, blogs, maybe even books. All of it hopefully supports your business interests. For me, one small piece of writing is one of the most Read More

My Secret Sales Weapon

Written By: Rich Gallagher
I have a secret. A secret that helps me close more sales than just about anyone I know. In fact, it not only helps me close more sales, it almost magically turns prospects into long-term client relationships. I have been using it successfully for years and Read More
 
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