Most Popular Features

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

Available In Print From The Following

buy it at amazonBuy it in Canada from amazonBuy it in the U.K/Europe

Available As Instant Download At

Buy it in Kindle Format (lowest cost)

Download in PDF Format For Exact Printed Replica

Leadership Requires Formal Power and Authority

Leadership Not Restricted To Formal Position

When we think about leaders, we almost always think about people who have or had formal positions of power -- politicians, corporate executives, sports coaches, etc, probably because it is those people who garner the most publicity.

However, it's a huge mistake to think that leadership actually requires formal power and authority for it to create positive outcomes. For example, if you look at almost any leader with formal power (let's say a football coach), what you'll find is that the successful ones have leadership ability PLUS a formal position, but that among the "followers", there will be players who are informal leaders without formal position. These informal leaders influence other teammates to perform at high levels and are often essential to the formal leader's success. You will find the same thing in terms of political figures (let's say a President), where the invisible team behind him/her contains informal leaders essential to success.

This is important because it points out that one of the roles of formal leaders is to create informal leaders in the organization who will pull in the same direction.

It's also interesting to note that informal leaders without official power or position can often influence in ways that the official leader is unable to use.

Consider though that there are some things that formal leaders can do (using their authority of formalized power) that informal leaders cannot do. So, a person in a formal leadership position cannot delegate all leadership responsibilities to informal leaders. Power and authority are sometimes essential levers to getting things done in an organization, even if they are not at the core of leadership success.


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

About The Company
About Our Seminars
About Our Websites
Privacy Policy

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.

Bacal & Associates Store
Free and paid guides, books, and documents on business, management and more.

We Believe

  • Training sessions should ALWAYS be customized to fit YOUR context.
  • Our role is to make you self-sufficient and self-sustaining.
  • Fees should be reasonable, fair, and flexible to fit different budgets.
  • 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.