Grow UR Biz Blog – WITH CAROL

8 Ways to LIVE GENEROUSLY

My favorite holiday, by far, is Thanksgiving. Our annual, national holiday marked by religious observances and a traditional meal including turkey. The holiday
commemorates a harvest festival celebrated by the Pilgrims in 1621 and is held in the US on the fourth Thursday in November. Giving thanks or living generously is much more than turkey, stuffing and cranberry sauce. Expressing
gratitude or showing appreciation towards others can be a life worth living. Thrivent Financial, has a tagline that reads… Living Generously. It says so much, it’s a brand that says what it means and means what it says. I was wondering…. what does that really mean and how can all of us, literally, live generously.

8 Ways to LIVE GENEROUSLY

Take care of others, take the time to help others in need whether it be friends, or family.

Speak with Kindness – use words to
build people up not tear them down. Coupled with amazing respect for others.

Go Last – instead of pushing to the front of the line, how about stepping back and letting folks go first,specially the elderly and children.
Limit Complaining – constant complaining sends a message of selfishness. If we must do it, do it in private.
Give First – expect nothing in return, give from your heart not your wallet
Volunteer or donate to an organization or cause.
Set an example for children, watch them watch you living generously.
Always buy lemonade from children, don’t pass that stand (it says a lot about who you are)

There is plenty of research out there confirming that giving back is not only good
for our planet it makes for healthier and happier citizens. Also, a study I found
claims that when people give the midbrain region of your brain lights up. So if you
want a “happy brain glow” or a warm and fuzzy feeling give generously.

This Thanksgiving take time to be thankful for those in your life but also think
about how you might embrace Living Generously in the months to come.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social
Media Quarterback and Small Business Advisor. One of the Lehigh Valley’s most
sought after consultants who assists organizations with results driven growth.
Her strategies can be easily adapted to a for profit or non-profit environment.
Carol specializes in high impact leadership, million dollar fundraising, smash the
box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s
website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook.
Carol S. Ritter, Past President, National Speakers Association Philadelphia and
past board chair for St. Luke’s University Hospital Visiting Nurses Association &
Hospice.

Veteran’s Day a

Many years ago I had the privilege of being trained by the United States ArmyWar College in Carlisle Pennsylvania. The purpose of US Army War College at this time in our Nation’s history is to produce graduates from all their courses who are skilled critical thinkers and complex problem solv

ers in the global application of Landpower. I spent two days there and our trainers were Colonels from the United States Army. To say it was a fascinating experience would be understated. I remember learning about leadership, collaborative systems (teams) with an emphasis on continuing education (training).

When small businesses hire new employees and don’t train them it’s a recipe for disaster. The military sets the highest standard for training. It starts with boot camp where you learn the systems and continues throughout your military career.

“Many companies lack an overarching mission that can really bring people together the way the military’s mission does. So are the lessons of military team-building really transferrable to the private sector?”

 

“The lessons are hugely transferrable. The things that make the military so good and able are very basic things, such as building levels of relationships and understanding capabilities. I find leadership in the commercial world is extraordinarily similar. There are differences. Military leadership is easier. Money is not a factor — and you can’t decide on your own to promote your own people, so no one asks for raises. So in some ways, the military has it easier. In other ways, civilian companies can be more adaptable and nimble. They’re aren’t burdened by the level of law and regulation and bureaucracy that the military is.” Daniel McGinn

The two things that jump out at me “building levels of relationships and understanding capabilities. That’s what teams are all about. I believe you can’t inspire anyone until you understand them and part of that understanding is know what they are able to achieve.

I’m guessing every single Veteran has experienced team training when they were serving our country. Why not consider training your staff on how to be a member of a team, understanding their potential and most importantly how to get the “me” out of team. Teams embrace a culture on one for all and all for one.

I wrote this piece in honor of all veterans and those who are serving in the military today, VETERANS DAY, November 11th, appreciate those who serve our country.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. One of the Lehigh Valley’s most sought after consultants who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

7 LEADERSHIP LESSONS FROM BANDS

What a weekend! Gorgeous weather, beautiful fall colors and the Freedom/Liberty Football game. I went with my classmates from Liberty and Freedom and had no idea what I was about to experience. “THE BANDS” Amazing performance, fine tuned marching in the heat, the music, the surprises, the patriotism. And then he arrived, the Lone Ranger on a white horse to add to the fabulous creativity and harmony.

What can we learn about being in the band and leadership? Bands have…..

 

Dedication and Commitment – it takes a lot of commitment to be in the band
Respect – children come from varied backgrounds and become one team when they put on the uniform – they are all equal
Teamwork – children learn to work with everyone including cheering for a great performance
Sportsmanship – they wish each other luck before a performance
Endurance – it’s an extreme weather sport- hot, cold, rain, snow
Self worth- they learn how to accept ideas on how to improve
Time Management – they have to manage time get homework done first

These leadership lessons can apply to any group or sport. The lessons can be a fundamental part of a child’s upbringing. How many times have you heard that child has no respect or that they are a poor sport. Leadership lessons can be found everywhere…. whether someone actually practices the core of these lessons is another story.

Do you want to learn about leadership, join a worthwhile team, grow individually and even go out on a limb and endure extreme weather, you may want to consider joining the band. So, what do you think, lets join the BAND, as soon as possible.

*John Gardner, Virtual Music Office Blog

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. One of the Lehigh Valley’s most sought after consultants who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

Grow UR Biz “OH WHAT A NIGHT”

I was traveling this weekend to Pittsburgh and the trip was slightly tedious. It started out fine and then at the first toll booth the EZ Pass didn’t work. Oh no, are we going to get a $25 ticket? It was a 4 1/2 hour drive and we decided not to stop for lunch so we could get to our destination asap. We arrived in the burbs of Pittsburgh and the Friday late afternoon traffic was bumper to bumper. We can’t find the hotel with the GPS so we call and the front desk and they navigate us in. All we wanted was food. The hotel is so convoluted we could not find our room. We parked and walked, parked again and walked, parked again and walked and the 4th parking spot was the charm. The front desk gal gave us the wrong entrance to our room so we were lugging our luggage all over creation. By now it’s 7pm. Starving we pick a restaurant off of the list from the concierge – Monterey Bay Fish Grotto. OH WHAT A NIGHT! This place, up Mt. Washington, was stunning and overlooked the city. They sat us right next to the window and within seconds a waiter appeared. He took our order for drinks and they recommended the appetizer. Two charred jumbo shrimp, a monster crab cake and a salmon, tuna and swordfish skewer. This waiter knocked it out of the park, attentive, friendly, fun, and quick. We had our drinks and appetizer within 5 minutes.

I spoke to the Pennsylvania Parent and Teachers Association about growing their membership. One of my one dozen crazy ideas is that any organization that desires to grow members and or revenue must first CHANGE the way they do business and then CREATE a membership experience. Sometimes we go out to get a bite to eat and that’s exactly what we get, no bells and whistles, just good food. Well, in today’s changing world, I might argue that whether you are a membership organization or a restaurant…. creating an experience is key. I would go one step further and invite you to not only create an experience but change the experience from time to time.

You may have read that some BIG chain restaurants are struggling right now. This is probably because of a lot of issues but one is that today’s buyers are looking to shop local and buy local. They are interested in supporting local producers, decreasing the carbon footprint, and just giving back to the community.

The Monterey Bay Fish Grotto had it all. They created an experience like no other, the view and ambiance was breathtaking, the service was attentive and they made you feel like you were the only one in the restaurant. And then there was the food, superb, delicious, amazing, and the presentation was unmatched. They had it all CHANGE and quite an EXPERIENCE.

“Most organizations don’t change until staying the same becomes to difficult.”

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. One of the Lehigh Valley’s most sought after consultants who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

5 Responses to a Passive Agressive Employee

Have you ever worked with someone who is passive aggressive? When it comes to Extreme Customer Service identifying this behavior can save your business and, most of all, your customers. The NYU Medical Center defines a passive-aggressive individual as someone who “may appear to comply or act appropriately, but actually behaves negatively and passively resists.” Look at how this works.

What a Passive Aggressive Person might Say….

I’m not Mad, Fine, Whatever, I didn’t know you meant now, I thought you knew, You’ve done so well with your level of education, why are you getting upset, and my personal favorite, I’m joking. SLAM DUNK, these work so well because the receiver has no clue how to respond.

Many years ago I was working in Washington D. C. serving as an advocate for children with HIV and was scheduled to meet with President Clinton. It was quite an experience. We were advocating for HIV + children and were the only parents present who did not have a sick child. However, we didn’t realize that until we arrived at the training to meet the President of the United States. The emotions were flowing, none of us knew how this was going to happen. Then the announcement came, the meeting with the President is confirmed but only some of you can attend. You could feel the tension in the room, almost to the point where the parents were forgetting why they were there in an effort to jockey for a position meet the President. A woman with an adopted HIV+ child came up to us, nervous and obviously looking to figure out how she could meet the President. She said to me, “Do you have a child with HIV?” I respond that I didn’t and then she said it…..“HOW NICE FOR YOU!” I was stunned and didn’t know how to handle the response but surely recognized her inner hostility. Should I apologize, should I acknowledge, should I ignore? Now that’s passive aggressive.

Here are 5 responses to the Passive Aggressive person:

1. First you have to identify it, pay attention to your employee’s responses.
2. Don’t over react and remember this is about them, not you.
3. Don’t confront them- they will almost always deny.
4. Stay away from them, they are not going to change – you set the tone for the relationship by setting boundaries.
5. And the most effective response…implement consequences for their actions. Many times they will change from obstruction to cooperation.

So, if I had to describe a passive aggressive, I would say, they are hard to work with, they express a direct hostility, they will make you uncomfortable and they will do it again.

Have you ever worked with someone like this? If so, reevaluate their position no matter how smart, no matter how efficient because they will never live up to the ultimate expectation – being a part of a team committed to customer service.

I’m not mad!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. One of the Lehigh Valley’s most sought after consultants who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

TO RISK OR NOT TO RISK 5 REASONS

Mark Zuckerberg, founder of Facebook says, “The only strategy that is guaranteed to fail is not taking risks.” He could not be more right. So many business owners are so frightened of failure they never take the big jump, the large leap or the high dive into RISKVILLE USA.

Learner’s definition of RISK–TAKING : the act or fact of doing something that involves danger or risk in order to achieve a goal. Starting a business always involves some risk-taking.

When it comes to taking a risk, here are some of the risk-stoppers. When fear becomes more prevalent than your ability to see the future your business will not flourish. Here are the risk-stoppers, just can’t even try something new without fear rearing it’s ugly head….

Fear of failure
Your team doesn’t support you taking risks.
Your family cannot support a risk.

There are several reasons why risk taking can lead to success.

1. Taking risks shows you have confidence.
2. Taking risks helps you STAND out in the crowd.
3. Taking risks always teaches you something.
4. When looking to succeed playing it safe doesn’t work.
5. The bigger the risk, generally, the bigger the success.

Guess who learned from failure and embraced the to journey success….

Oprah – Before she hosted a talk show that dominated daytime TV for 25 years and became the queen of her own media empire, she was demoted at one of her early jobs. After working as a news co-anchor, Oprah was put on morning TV — a significant step down from her original role. Her initial failure arguably launched her on her path to incredible career success.

Lucy is now remembered as the first woman to run a major television studio. She was nominated for 13 Emmys and won 4 times. Ball’s first films were failures, and she was even dubbed the “Queen of the ‘B’ Movies” in the 1930s and 1940s. Luckily for all of us, Lucille Ball went on to star in “I Love Lucy” and paved the way for women in the entertainment industry.

Because it’s so profound and so true, remember what Mark Zuckerberg, founder of Facebook says, “The only strategy that is guaranteed to fail is not taking risks.” It’s interesting to think that if you don’t take risks you are guaranteed to fail when the idea of failure prevents many from taking risks.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. One of the Lehigh Valley’s most sought after consultants who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

3 TIPS THE GOOD, THE BAD AND THE UGLY

I had the opportunity to work in North Dakota last week. I was so far north that Montana and Canada were a few miles away. It took a full day of travel to get there and a full day to get home. The people there were fantastic and I enjoyed speaking to the Williston Chamber of Commerce about Extreme Customer Service. I decided to attempt to notice the customer service on my trip.

The Good – I left Philadelphia and flew to Denver. I always appreciate security but worry about getting pulled out for an inspection. Here we go…. they stopped me and patted me down and took my computer for testing. It only took a few minutes and the TSA was helpful. Airport staff was overly friendly and helpful. Up, up and away and four hours later I arrive in Denver, Colorado. A three hour lay over sent me to a new pub in the airport where I sat overlooking the Rocky Mountains and enjoyed a delicious smoked salmon salad. The waitress had impeccable customer service skills, she was kind, swift and accommodating. I boarded the plane to Williston and literally felt like I was on a jumping gym and the air conditioning was minimal, at best. Turbulence! The attendant could not do enough for us to keep us calm and smile, smile, smile. The minute she could walk down the aisle she brought us all water.

The Bad – When planning for my trip home, I went down to the desk at the hotel to print out my boarding passes. The front desk clerk told me that their customer printer was broken but she could print the passes int

ernally for me if I emailed them to her. The manager then reassures me about the cab telling me that if I have any issues tomorrow morning, have my front desk clerk call the him on his cell. I remind him that I’m leaving at 4:00am and he tells me that should be fine. The next morning, I arrive at the desk at 4:00am. The clerk tells me that she can’t confirm my cab ride. I have a 6:00am flight so I need to solve this problem. The clerk tells

me to call the cab company, so I did.…no answer. I tell her to call her boss, and she gives me a look that says, ‘no way.’ Now it’s 4:30am, I’m thinking I’m going to miss my plane and a low and behold a big, black 4 wheel jacked up truck with a sign that says, CAB, shows up. When I go outside, he asked me if I’m going to the airport and I tell him that I am but that this isn’t the cab company I called. He tells me that they couldn’t make it and that I should get in. With no help from him, I haul my suitcase and myself up into this truck and hope for the best. He never moved to help me, but I did make it on time to the airport.

The Ugly – when I arrived in Minneapolis on the way home, I sat down at a bar for breakfast and noticed the bartender was literally running up and down the bar with a very mad face. He was beyond ticked off and I watched him run up and down scowling, huffing, and puffing. I waited and waited and finally he came up to me, handed me a menu and said, “I’ll be right back.” He came back 15 minutes later to take my order and then another bartender showed up. He says hello to my server but by this time whatever is bothering him is has escalated and he loudly says, “I don’t care, I hate this #$%& place. They are going to pay for this!” OMG, out of control and threatening in front of customers.

 

Customer Service Tip #1
When things go wrong, make the best of it, and as the song says, “put on a happy face

Customer Service Tip #2
When you have to depend on other people to help you, especially when traveling, make your plans as early as possible because so much can go wrong – help the people who are serving you to get the job done.

Customer Service Tip #3
If you are mad at your boss or employer and you take it out on your customers, (I call it misplaced anger) turn your personal anger into action and energy. You will lose in the long run because the customer rules, no tip, bad review or maybe even I will never go there again.

My experience with the Williston Chamber was over the top EXTREME CUSTOMER SERVICE. They could not do enough to make me feel comfortable. Maybe we could all take a lesson from Williston Chamber of Commerce in Williston North Dakota, when things went wrong (computers) they just fixed it!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. One of the Lehigh Valley’s most sought after consultants who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

ELVIS’S ENTREPRENEURIAL INFLUENCE

August 16th Elvis Presley would have been 82 years old. Who remembers his unique musical delivery, his charisma like no other, his Elvis the pelvis reputation and of course his smooth talkin persona.

There was much more to Elvis than what you saw on stage and in the movies. He understood marketing, branding and if alive today would have embraced social media. Did you know that he has a saying “Taking Care of Business” that was so important to him his provided necklaces with the slogan so they would remember that business was important and a priority.

And then there was Colonel Parker his long time partner who created a brand that continues to live and become the top grossing entertainment brand in the world bringing in $55 million a year. The one thing Elvis understood and clearly practices was that he recognized his strengths and weaknesses and surrounded himself with people who would compliment his skills and maximize impact and cash flow.

Elvis understood the value of global thinking. He always thought big and global. His 1973 concert, Aloha from Hawaii, was the first ever satellite broadcast of a live event, shown to more than 1 billion people around the globe.

Then we can add that the Colonel and Elvis understood that the Presley brand could be successful in many other mediums. They launched into product and movies with their well known brand.

Most of you might think of Elvis as solely a “rock” artist. However, he had the ability to sing gospel, R&B, blues, rock ’n’ roll, swing and crooner jazz. He was beyond the average entertainer, bringing the world a host of performances

Entrepreneurs, it’s time to sit down, head to You Tube and listen to some of Elvis’s most famous tunes. As you are doing that think about how you might mirror some of his successful actions.

Entrepreneurs – learn about the power of branding, take care of business every day, surround yourself with loyal talented folks who can enhance your brand, diversify, always look for more revenue sources, think big, then think again and Think even Bigger.

Once you have this down pat, just enjoy his music!

3 Types of Loyalty

Is loyalty important to you and your business? Have you given much thought to loyalty or are you just preparing to sell something? Can loyalty make or break your small business? Are your customers loyal to you, your product or service, or your brand? Food for thought, for sure. Let’s take a look at LOYALTY!

What works when it comes to loyalty?

1. BRAND LOYALTY – Your brand, product and customer service must rise above the competition. Ice cream, as an example, we all know that Ben & Jerry’s ice cream is a notch above the other brands. They stepped on the scene in a small gas station in Burlington Vermont. In 1983 they made the world’s largest ice cream sundae and in 1985 they established the Ben & Jerry’s Foundation to help in the community, then in 1986 they launched the Cowmobile marketing campaign and drove cross country handing out free ice cream nationwide. Do you see how they outsmarted all the competition?

2. PRODUCT OR SERVICE LOYALTY – Did you ever hear of a business where the customers say, “I don’t like the owner, their service is bad but they can fix an air conditioner like no other.” They are so good at what they do we can overlook the other two other factors. Can you see that some day a business could come on the scene and scoop up all their customers with outstanding service and an owner who works on strong relationships?

3. OWNER LOYALTY – and then there is the guy or gal who owns the business and is so friendly, so accommodating and so personable. BUT, when the cat’s away the mouse will play and their customer service is not so good and the product is not consistent. But the loyalist will return time after time because the research says that customers will pay more if you make me feel good and a smile is more valuable than a discount.

Webster describes loyal as unswerving in allegiance. When it comes to your business you may want your customers to be loyal to you, your product or service and your brand. It’s the perfect marriage, working to achieve this is pivotal to success. Think Loyal!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

TOO NICE – 7 Lessons from Musikfest

This week music takes over Bethlehem and the Lehigh Valley celebrates music, the arts and the generosity of the community to keep the largest music festival in the country performing.

In between concerts, I stopped by a downtown restaurant for lunch and a bubbly, friendly, over-the-top amazing young lady almost jumped out of nowhere to wait on us. “Hello, I’m Megan, can I offer you some drinks, I would love to refill your mugs (in case you never have attended Musikfest you can purchase a mug and fill it with a beverage), how about some appetizers?” My friends and I asked for some ice tea and to look at the menu. She left and came back with our drinks. I asked her about her vegetarian burger wondering if it had gluten? She came back to tell me that it did, in fact, have gluten. I took another look at the menu, she turned around and began to take off and offered this, “I’m really good at selecting a menu item for you, if you need my help.” What a waitress! I was smiling through the whole experience. But have you ever heard someone say, she or he is too nice? What do you think?

I’m thinking there’s no such thing. Today customers are looking for good food, well-presented or the experience of food. Those who provide food and experience are one step ahead as long as they commit to both and show their customers that they are special and are the one and only customer they have.

Here are 7 Lessons from Musikfest

JAZZ it up – keep your space new, fresh and exciting.
Put your heart and SOUL into your business.
Make sure you SWING into action when customers arrive.
When it’s time to ROCK & ROL, go for it.
When you are in a FUNK, don’t let the customers know.
When the business is doing the SLOW DANCE still continue amazing service.
Make sure the RHYTHM in your business is consistent so you customers know what to expect every time they visit.

Musikfest does one heck of job providing a great experience coupled with amazing food. Some attend for the food, some attend for the music and many attend for the socialization.

I will definitely make a point to look for Megan on my next trip. She was too nice and we loved it.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.