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Leadership Questions and Answers

Special Help: Prevent and Master Angry and Difficult Customers

Don't let difficult, angry customers control you. Learn to take control, stay cool, and remain professional in the toughest situations

Reviewer Praise From Amazon Readers

Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
Five Stars on Amazon

One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
A five star review

Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.  (Lisa S. NJ)
Another satisfied reader

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No Shame In Being One Without The Other

The answer is a resounding YES. You can be a good manager, but not be a particularly good leader because while the two roles overlap and are often intertwined, they don't have to be intertwined n specific situations. The skills also overlap but can be separated.

An individual may have excellent organizational, planning and analytic skills but lack communication and influence skills, that may be needed to be a top notch leader in the organization.

It can also be the case that the desire to lead is not present. There are excellent managers and employees who really are not comfortable playing the "role" of leader. They want to do the managing job, and they are good at it, but don't want the obligations attached to being a leader, and would like to remain anonymous or in the background.

This can be a problem if the organization requires both leadership and management skills from the same person, or there is a leadership vacuum. However, we should congratulate managers who recognize their own limitations, and choose a role that fits their strengths and weaknesses, and congratulate organizations for not forcing or expecting a person to take on an unwanted leadership mantle.


Can you be a good manager, but not be a particularly good leader?


About Company

Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.


Robert Bacal

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Our Related Websites

Building Bridges Between Home And School For Educators
Just for teachers, administrators and school staff

Angry Customer Guides and Defusing Techniques
Hundreds of tips and techniques for dealing with nasty people.

Customer Service In Government

A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

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  • Training sessions should ALWAYS be customized to fit YOUR context.
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  • The only way to further success is to challenge the existing "wisdom" through critical thinking and basing our services and books on a complex reality.