Management Experts Agree

"...Fitzgerald brings focus and important takeaways about the real differentiator driving an organization's success..."
Steven Stralser, Ph.D.
- Author "MBA in a Day"
"...high impact lessons managers at every level can learn from..."
Michael Beach, CFO
- Blackboard, Inc.
"...required reading for anyone in your firm who takes care of a customer..."
Dr. Carl Braunlich
- UNLV Harrah Hotel College
"...a must read for anyone in the service industry..."
Ilene Winston, SHRP
- Corporate trainer for 100 restaurants
Author Robert "Bobby" Fitzgerald is a 25 year customer service veteran and Director of Operations of a 400 employee company which serves over 20,000 customers a week. He has written dozens of articles on management and business for numerous outlets including Kiplinger.com, Examiner.com and The American Management Association and he speaks at Universities across the country on the hospitality industry and careers in management. Click here to contact Bobby:
Smile or You're Fired - Buy it on Amazon now!

"Smile or You're Fired...Seven Lessons for Managers of Service" is a book specifically written for the 6.7 million managers in the retail, hospitality and travel related industries. Simple to read yet high impact, Smile or You're Fired... offers a series of seven short stories which each leave the reader with a greater understanding of their role, self-worth and responsibilities as a manager.


"Smile or You're Fired...Seven Lessons for Managers of Service" is the first and only book written for customer service managers to help:

  • Improve the manager's confidence and sense of worth by allowing the manager to see their own challenges through the story's characters, highlighting the importance of this work.

  • Increase managers emotional intelligence by educating them in a positive tone on the realities of being a customer service manager today.

  • Reduce managers stress and improve the chance for advancement by teaching how to better relate to customers, hourly workers and supervisors expectations.

  • Provide a tutorial on the impact of a customer service managers budget and fiduciary expectations.

  • Provide instruction on how to put these lessons into action.


Click here to buy at Amazon.com


Click here to download Bobby's latest white paper:
How to Conduct an Interview Using Skype





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