What to Say to a Porcupine

The new book and training program that will have you

laughing all the way to great service!

Media Buzz and Appearances

What business thought leaders are saying about What to Say to a Porcupine:


"With a fairly high chuckles-to-learning ratio, Porcupine is easily one of the more charming business books out there at the moment."

Kevin Zimmerman - Think Customers: The 1to1 Blog

Peppers and Rogers Group

“This book is great for any company that needs a little kick-start or even a reminder of how customer service should be like. It's thought-provoking in a very interesting way!”

1-800-CEO-Read Blog


“Gallagher’s fables use gentle humor and solid psychology to help your team resolve prickly situations, and help your business survive in the jungle of customer service!”

Dr. Jennifer Halpern, negotiation expert and president of The Zev Group


“Rich Gallagher knows more about customer service than anyone on the planet! What to Say to a Porcupine makes you laugh at the serious subject of servicing customers.  After all, delivering great service should be fun!”

Bill Rose, Founder, Service & Support Professionals Association (SSPA)


“Rich Gallagher has done it again! His latest book What to Say to a Porcupine is full of essential customer service teachings cleverly disguised in humorous tales that amuse and educate at the same time. This easy to read book is not only full of great advice, but contains thought-provoking questions at the end of each chapter. An all-around invaluable resource for any customer service operation!”

Carolyn Healey, Founder and Publisher,

SupportIndustry.com and RecognizeServiceExcellence.com


“These delightful stories make it fun and easy to improve your customer service skills! Each of these 20 tales can be discussed in small group settings and then put into practice. Taken together as a whole, What to Say to a Porcupine provides the essential ingredients to a winning recipe for great customer service. This book will help you develop a great company culture focused on consistently delighting the customer.”

Steve Harvey, CEO, Cleantegrity

 Live appearances


Author Rich Gallagher will be doing speaking engagements, media appearances, corporate training workshops, and book signings throughout the United States. Check back here often for scheduled appearances, or contact us to bring Rich to your show or organization!


January 7, 2009 - Private workshop on What to Say to a Porcupine at Colgate University, Hamilton, NY


January 21-23, 2009 - Private Great Customer Connections workshops at Thomas Edison State College, Trenton, NJ.


January 28, 2009 - Free webinar on What to Say to a Porcupine: How to Deal with Prickly Customers for Parature Software - to register visit www.parature.com


February 25, 2009 - Private workshop on How to Tell Anyone Anything at Thomas Edison State College, Trenton, NJ.


March 4, 2009 - Work With Me teambuilding workshop, SUNY TC3, Dryden, NY - to register visit www.tc3.biz


April 22, 2009 - What to Say to a Porcupine workshop, SUNY TC3, Dryden, NY - to register visit www.tc3.biz


April 29, 2009 - Speaking at Parafest 2009 on What to Say to a Porcupine, Las Vegas, NV. For details, visit www.parafest.com


May 6 and 13, 2009 - Delivering Great Customer Service workshop, SUNY TC3, Dryden, NY - to register visit www.tc3.biz


June 3, 2009 - How to Tell Anyone Anything workshop, SUNY TC3, Dryden, NY - to register visit www.tc3.biz


July 30, 2009 - Speaking to Society for Human Resources Management chapter, TC3 Business Extension, Dryden, NY. www.shrmtc.org


Porcupine webcast breaks record attendance, tops global book charts


(January 30, 2008) A webinar on how to deal with prickly customers based on Rich Gallagher’s book What to Say to a Porcupine broke attendance records for sponsor Parature Software, with over 600 attendees and 1200 signed up - more than double the response of any other webcast in their longtime webinar series! Following this event, Porcupine rose to become the #1 customer service book AND #1 business humor in the USA on Amazon.com. Previously it was a top 10 business humor book worldwide in the USA, Canada, the United Kingdom, and Japan.


An archive of this webinar is now available online - visit www.parature.com for more details.


Porcupine is finalist for major business book award


(December 15, 2008) Rich Gallagher’s humorous business fable collection What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service was selected as a finalist in the fables category for 800-CEO-READ’s 2008 Business Book Awards, one of the few publishing industry awards specifically for business titles.


Korean, Chinese and India editions now available


A Korean edition of What to Say to a Porcupine was released in 2009 by CREDU, an educational publishing arm of the Samsung Group. Other international editions include a Chinese edition published by Yuan-Liou Publishing in 2010, and an English-language hardcover edition for India and Malaysia published by BPI India in 2012.