There Can Only Be One Person In the Angry Boat
Summary
- When dealing with customer complaints, it's important to show empathy immediately, just like John did with Mrs. Johnson when her coat lost a button. This can quickly diffuse the situation.
- Take responsibility for customer issues, even if they seem small. By being prepared to "fire" the person responsible, John showed the customer that he took her problem seriously.
- Use authority and assurance to make the customer feel valued, especially when they've invested a lot in the product or service, similar to how John reassured Mrs. Johnson that her issue was unacceptable.
- Address and resolve customer complaints as swiftly as possible, demonstrating that their satisfaction is a top priority, much like the quick repair service John provided.
- After resolving an issue, remind the customer of their importance, reinforcing the high standards of customer service and value for their investment, which John exemplified by his handling of the situation.
- Manage customer interactions carefully. John mentioned that "there can only be one person in the angry boat," teaching that you need to stay calm and not mirror the customer's anger to effectively resolve issues.
Video
How To Take Action
A good way of doing things when a customer is mad, is to show them you understand. Like, if a customer is upset about something, even if it's small, act like it's a big deal. This helps them feel better fast. If their coat loses a button, say it's not okay and you'll fix it.
If a mistake happens, take charge and say you'll sort it out. Pretend you'll even let someone go because of it – this makes the customer feel like they matter a lot. If it's a button, fix it quick and make them see you care.
When you talk to customers, stay calm even if they're angry. Just like when John dealt with Mrs. Johnson, he knew not to get mad too. He kept cool and fixed her problem. It's like when someone's yelling at you, stay quiet and help them. It's super important to fix things fast so customers are happy. And after, make sure to tell them how much you value them. This makes them remember you're there for them and their business is important.
So make sure to:
- Listen to customers and understand their feelings.
- Act fast to fix their problems.
- Stay cool, even if they're not.
- Remind them they're special after sorting out their issue.
- Show them you're willing to do what it takes to make things right.
Remember, happy customers will keep coming back because they know you'll take care of them. That's what being good at business is all about.
Quotes by Alex Hormozi
"There can only be one person in the angry boat"
– Alex Hormozi
Full Transcript
when I was 18 years old I started working for a fur coat dealer one day I was in the back and this lady comes in and she is piss angry where's Johnny he sold me this coat and this button came off this is so ridiculous I spent so much money on this coat John the owner of the store as he's walking towards me I see him roll his eyes and then as he turns the corner he goes right into character Mrs Johnson that is ridiculous I cannot believe that you had a coat that had a button that was missing Who Sold you that coat I need to find them right now we'll get rid of them all of a sudden her whole tone changes she started backpedaling she's like I mean you know it wasn't that big of a deal and he leaned in even further you should never have been seen in a coat that didn't have a button on and she's like you know what I I just I just want it to be fixed he grabbed it from me he's like you wait 2 seconds we're going to fix this right now he goes to the back they fix the thing in 5 minutes he hands it back to her and she's like ah John you're always the best I'm sorry I was a little bit over the top I just you know I spent so much in the jacket and he's like as you should be she walked at the door he turned him in and he said there can only be one person in the angry boat
