What do you do when somebody walks through your door yelling and complaining about something terrible that had happened? How do you deal with Angry Customers in Business? Well I heard a really interesting insight recently and they captured this concept with the phrase, "Only one person can be in the angry boat at a time."
Most people don't know how to deal with angry customers in business and are afraid of those situations and try to de-escalate things immediately. But, when people feel like you aren't taking them seriously that you don't hear them they will try to escalate the situation even more. They're going to increase their emotion, their voice, and the urgency of the situation and demand to be heard.
But, by being counter-intuitive and meeting that angry customer with a greater amount of energy, greater anger, even demonstrative anger about the situation and recognize how that client or customer or person was wronged then you will catch the person completely off guard because you're taking the weight of their complaint seriously. And, in doing so that person will then totally try to de-escalate the situation and often backtrack and apologize and declare how wrong they were that it wasn't that big of a deal they just wanted somebody to make it right and they wanted to be heard.
Getting angry with the customer shows them how serious the issue is for you and will drive home to them the reality that you care. You can turn a situation around completely and win a customer or client for life by the way that you meet them in that moment. So don't be afraid of those angry moments. Don't be afraid of angry customers.
I've said for years that, "Your Biggest Problem is Your Greatest Opportunity." And, as terrible and humiliating as it might be when they first walk in the door meet them where they are and rectify the situation. You have the opportunity to make a customer for life even if they came into the store as one of your angriest customers.
#businesstips #entrepreneurmindset #customerservice
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—Remember: "Your Biggest Problem is Your Greatest Opportunity". — Andrea Brown
00:00 Thrival NOW —Andrea Brown
00:10 How do You Deal with an Angry Person in Business
00:22 "Only One Person Can Be in The Angry Boat at a Time"
00:40 Alex Hormozi's Story and Lesson
00:56 De-Escalating a Situation By Down Playing things Does Not Work
01:17 Raising the Intensity of the Situation is What Can De-Escalate Things Faster
01:43 When People Don't Feel Heard their Anger Escalates
01:58 Be Demonstrative and Take the Complaint Seriously
02:20 The Customer will Backtrack and Downplay the Situation
02:39 Only One Person can be in the Angry Boat at a Time
03:37 An Example of a Situation
04:00 Show them the Reality that You Care
04:19 Your Biggest Problem is Your Greatest Opportunity
04:31 Winning a Customer for Life
05:00 Invitation — Mastermind Group
