186 - How to Handle Disappointed Customers

A single disappointed customer can create a big impact on your business's reputation. Learn how to handle negative reviews, harness the power of negotiation strategies, and showcase your commitment to customer satisfaction.

Time Stamps

  • 00:45 - Episode Intro

    04:24 - Importance of Reputation and Referrals

    06:27 - Impact of Reviews and Personal Experiences

    09:01 - Handling Disappointed Customers and Negative Reviews

    09:49 - Identifying Ideal and Anti-Customer Profiles

    18:03 - Addressing Negative Reviews

    25:51 - Addressing Disappointed Customers in General

    29:21 - Understanding and Mirroring the Customer's Perspective

    30:11 - Chris Voss's Negotiation Strategies

    33:27 - How's Your Customer Service?

    38:07 - The Impact of Disappointed Customers on Employees

    41:09 - Understanding Customer Concessions

    47:05 - The Importance of Clarity and Expectations in Business

Quotable Moments from the Show

  • "When you have a disappointed customer, it's a learning opportunity." - Khalil Benalioulhaj

  • "The customer is not always right. But as my father used to say, the customer is always important." - Martin Holland

  • "If majority of your business is coming through referrals and you have a disappointed customer that you don't handle well, that's going to impact your referrals, which is going to impact your business." - Khalil Benalioulhaj

  • "It's almost always unmet expectations. Did they understand reality and you really let them down, or was it misunderstanding about what they would expect?." - Martin Holland

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187 - Mastering Profitability in Business with Ruth King

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185 - Unlocking Sales Success: Iceberg Selling and Building Lasting Relationships with Karl Becker