CUSTOMER CONFIDENTIAL  

Ron Burley is a nationally recognized consumer advocate, journalist, and serial entrepreneur. He is also author of Unscrewed: The Consumer’s Guide to Getting What You Paid For (Random House). No stranger to the start-up scene, Ron has launched and sold three companies. He is currently Senior Partner at the customer relations mentoring firm, Brushfire Consulting. He is a popular public speaker and lecturer. In addition to Inc.com, Ron also writes and reports for AARP Magazine and Good Morning America. A busy dad to three kids, he is also a licensed pilot who loves to fly the mountains of the scenic Northwest. @consumerrebel

10 Biggest Consumer Complaints

By Ron Burley |  Aug 1, 2012

Got a consumer-facing business? Here's a top 10 list you don't want to land on.  Read story

The $1 Million Elevator Ride

By Ron Burley |  Jul 19, 2012

It's not always the pitch that matters. Sometimes you need to know when to shut up and listen.  Read story

Secrets of the Email Scammers

By Ron Burley |  Jun 27, 2012

There's more business smarts behind those Nigerian scams than you might think. A new report breaks down what makes them brilliant.  Read story

3 Skills Every Entrepreneur Needs

By Ron Burley |  Jun 20, 2012

Want to start your own business? These three assets will lay the groundwork for success.  Read story

The $4 Million Complaint Call

By Ron Burley |  Jun 7, 2012

Several years ago, a single problem customer changed the fate of my company. Here's the story.  Read story

3 Ways to Win Customers for Life

By Ron Burley |  May 31, 2012

Making customers and clients feel special can keep them from straying. Here are a few tactics to use.  Read story

How to Find Your Most Valuable Customer

By Ron Burley |  May 24, 2012

You know that shopper who just loves your products? Bad news: She can't help you improve your business.  Read story

PR Skills: 5 Rules for Handling the Media

By Ron Burley |  May 9, 2012

Reporter on the phone? Use these rules to manage the conversation to minimize damage and maximize benefit.  Read story

Sales Advice: 6 Rules From the Experts

By Ron Burley |  May 2, 2012

These key sales and marketing principles may not be trendy--but they're true.  Read story

Customer Service: 5 Rules for Handling Complaints

By Ron Burley |  Apr 25, 2012

The Internet gives angry customers a megaphone; even one angry one can do a lot of damage. Here's how to defend your company and defuse a crisis.  Read story

Sniff Test: Is Your Company Ethical?

By Ron Burley |  Apr 18, 2012

If you're not sure whether your company's policies keep you in the clear, see how many of the following statements you can agree with.  Read story

Why ID Theft is a Myth and How That Hurts Your Business

By Ron Burley |  Apr 3, 2012

The myth of identify theft allows banks to push the costs of effective credit checks on to you and your customers. Here's how to fight back.  Read story

The 5 Smartest Things to Say to an Angry Customer

By Ron Burley |  Mar 28, 2012

Forget trying to "win." Instead, make the customer feel you're working together to make things right.  Read story

5 Worst Things You Can Say to a Customer

By Ron Burley |  Mar 19, 2012

Never let these phrases pass the lips of your customer service team.  Read story