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Turning Difficult Customers Into Advocates | The GrowthPro Edge · The GrowthPro Edge

• 0:00
  Speaker: Welcome to the Growth Pro Edge.
• 0:02
  Speaker: We're here to help scale your
• 0:04
  Speaker: business, build stronger teams
• 0:06
  Speaker: and sharpen your leadership
• 0:08
  Speaker: skills.
• 0:09
  Speaker: What do you do when a customer is being unreasonable, angry, or
• 0:13
  Speaker: just plain difficult?
• 0:14
  Speaker: Do you fight back?
• 0:15
  Speaker: Give in or actually turn the situation around?
• 0:19
  Speaker: I'm your host, Denise Killian
• 0:21
  Speaker: with the Growth Pro Group and
• 0:22
  Speaker: trainer.
• 0:22
  Speaker: And today we're talking about the customer nobody wants.
• 0:27
  Speaker: But every business gets.
• 0:30
  Speaker: We're speaking with Nate Murray,
• 0:31
  Speaker: the author of How to Deal with a
• 0:33
  Speaker: Shitty Customer.
• 0:35
  Speaker: We're getting real about
• 0:36
  Speaker: difficult customers, difficult
• 0:38
  Speaker: employees, and how great leaders
• 0:40
  Speaker: handle both.
• 0:42
  Speaker: Let's get ready to sharpen your edge.
• 1:00
  Speaker: Welcome to the Growth Pro Edge.
• 1:02
  Speaker: Thanks for being here today.
• 1:04
  Speaker: Thanks, Denise.
• 1:05
  Speaker: I it's a pleasure to be here with you.
• 1:08
  Speaker: Uh, listen, I am excited to talk
• 1:09
  Speaker: to you about this fabulous book,
• 1:12
  Speaker: How to Deal with a Shitty
• 1:13
  Speaker: Customer.
• 1:14
  Speaker: Uh, there's so much in here.
• 1:16
  Speaker: That's great.
• 1:16
  Speaker: But before we delve into it, tell us a little bit about
• 1:20
  Speaker: yourself and what you do.
• 1:23
  Speaker: Um, so right now I am the North
• 1:27
  Speaker: American sales consultant for
• 1:29
  Speaker: Delta Strike.
• 1:30
  Speaker: Um, we are the leading global
• 1:32
  Speaker: supplier of laser tag and LED
• 1:34
  Speaker: game floors.
• 1:36
  Speaker: And we have, um, some more cool things coming out, uh, towards
• 1:40
  Speaker: the end of this year for Iapa.
• 1:41
  Speaker: But we just pride ourselves in
• 1:44
  Speaker: being a really great provider of
• 1:47
  Speaker: fun for family entertainment
• 1:49
  Speaker: centers and, uh, people in, in
• 1:51
  Speaker: several industries.
• 1:53
  Speaker: Um, I've been with Delta strike, uh, just going getting close to
• 1:58
  Speaker: two years now.
• 1:59
  Speaker: Um, before Delta strike, I was in the car wash business.
• 2:04
  Speaker: So, um, and that's kind of how this book came about.
• 2:07
  Speaker: Um, so I was in the, in the car wash business for, for quite
• 2:10
  Speaker: some time as a sales director.
• 2:12
  Speaker: And then before that, um, I was
• 2:15
  Speaker: in the military intelligence
• 2:17
  Speaker: community in the Army and I did
• 2:19
  Speaker: that for, uh, for a long period
• 2:21
  Speaker: of time.
• 2:22
  Speaker: So that kind of gave me a lot of, um, psychological background
• 2:27
  Speaker: and really understanding how people think, how they ask
• 2:29
  Speaker: questions, how they respond to questions, and just learning
• 2:33
  Speaker: those social patterns and social cues for individuals.
• 2:36
  Speaker: And then the car wash business
• 2:38
  Speaker: really, um, grew my kin of
• 2:41
  Speaker: knowledge with.
• 2:43
  Speaker: Yeah, just the whole business aspect of how people are trained
• 2:48
  Speaker: and the development aspect of what businesses are doing to
• 2:52
  Speaker: develop their employees, how we want to build.
• 2:56
  Speaker: What kind of culture do you want to build in your organization?
• 2:59
  Speaker: Right.
• 3:00
  Speaker: And so this is really just a part of me personally on the
• 3:06
  Speaker: things that I want to bring, to develop the culture that I want
• 3:11
  Speaker: inside of my business.
• 3:13
  Speaker: And so yeah, so it's a little a little bit about me.
• 3:18
  Speaker: I love it, I love it.
• 3:19
  Speaker: So your inspiration for writing
• 3:24
  Speaker: How to deal with a shitty
• 3:25
  Speaker: customer?
• 3:26
  Speaker: Sure.
• 3:27
  Speaker: Yeah.
• 3:28
  Speaker: Um great question.
• 3:29
  Speaker: So how it came about was I was visiting one of our car wash
• 3:34
  Speaker: locations and, um, I was working in the lobby and I, um, had
• 3:42
  Speaker: overheard and eavesdropped a phone call that we had received.
• 3:46
  Speaker: A young, uh, gal was working in our lobby as kind of a
• 3:50
  Speaker: receptionist, and she was Seventeen at the time, and I
• 3:55
  Speaker: could hear the screaming on over the phone, through the lobby,
• 4:00
  Speaker: over the music that was playing inside the lobby while I was
• 4:04
  Speaker: working on my laptop, and I watched her handle the situation
• 4:11
  Speaker: and she started crying.
• 4:13
  Speaker: There were tears flowing down her face.
• 4:15
  Speaker: It was really heartbreaking, and all I could think of at that
• 4:20
  Speaker: moment was that I had failed her as a leader, and I had failed
• 4:26
  Speaker: her management team.
• 4:28
  Speaker: I had failed us as a company, um, because we had not provided
• 4:32
  Speaker: the tools that she needed in order to handle this situation.
• 4:37
  Speaker: And so I immediately grabbed the phone from her.
• 4:40
  Speaker: I talked to the customer on the phone, um, had kind of a
• 4:46
  Speaker: conversation at that point.
• 4:47
  Speaker: And then I just promised myself, I need to do something about
• 4:52
  Speaker: this because nobody's doing anything about this, at least
• 4:55
  Speaker: for our organization.
• 4:57
  Speaker: And there are so many different
• 5:00
  Speaker: companies that are people facing
• 5:02
  Speaker: most most companies, most people
• 5:04
  Speaker: in general have had some sort of
• 5:07
  Speaker: career, whether it was their
• 5:09
  Speaker: first job or the current job
• 5:11
  Speaker: that they have now, where they
• 5:12
  Speaker: have to deal with people on a
• 5:14
  Speaker: daily basis.
• 5:15
  Speaker: And so this is just a way to
• 5:19
  Speaker: kind of provide a toolkit in
• 5:21
  Speaker: your toolbox to handle difficult
• 5:24
  Speaker: customers.
• 5:25
  Speaker: Uh, we, I kind of looked at how
• 5:27
  Speaker: we were training individuals and
• 5:29
  Speaker: onboarding people at the
• 5:30
  Speaker: different locations.
• 5:33
  Speaker: And, you know, we would train them how to clock in.
• 5:36
  Speaker: We would train them how to use our POS system.
• 5:39
  Speaker: We would train them how to do the duties of the job.
• 5:43
  Speaker: Right.
• 5:44
  Speaker: And we would train them.
• 5:45
  Speaker: Uh, we would provide them a uniform.
• 5:47
  Speaker: We would, we would teach them what they needed to do in order
• 5:50
  Speaker: to be successful.
• 5:51
  Speaker: We would teach them how to sell.
• 5:52
  Speaker: We would teach them how to cater to different things.
• 5:56
  Speaker: But what we weren't doing is we weren't teaching individuals how
• 6:02
  Speaker: to have difficult conversations.
• 6:05
  Speaker: And.
• 6:08
  Speaker: It's, um, you know, when I look back on different, uh, different
• 6:15
  Speaker: jobs that I've had, I've never seen that happen.
• 6:18
  Speaker: So nobody's ever had that with me.
• 6:19
  Speaker: It's just always kind of been an expectation, you know, be just
• 6:22
  Speaker: be a kind human being.
• 6:24
  Speaker: Right?
• 6:25
  Speaker: And that's how I try to live my life in general.
• 6:27
  Speaker: But nobody has been teaching or
• 6:30
  Speaker: training employees or management
• 6:32
  Speaker: teams, and nobody's been doing
• 6:34
  Speaker: any sort of leadership programs
• 6:36
  Speaker: or training programs on how to
• 6:38
  Speaker: do that.
• 6:38
  Speaker: It's always been, okay, well, if you have an upset customer, go
• 6:43
  Speaker: get a manager, right?
• 6:44
  Speaker: Or call for a manager.
• 6:46
  Speaker: And so now what you're doing is you're conditioning your
• 6:48
  Speaker: management team to dislike being called over by employees.
• 6:54
  Speaker: So now you're ruining that
• 6:55
  Speaker: relationship there because we're
• 6:57
  Speaker: not giving the tools in order to
• 6:59
  Speaker: de-escalate situations and turn
• 7:02
  Speaker: those upset customers into
• 7:05
  Speaker: lifelong advocates for your
• 7:07
  Speaker: business.
• 7:07
  Speaker: And that's what this is really all about.
• 7:09
  Speaker: It's really about just changing the mind frame of your customers
• 7:14
  Speaker: in the, in the ways that you communicate and interact with
• 7:17
  Speaker: them in order to make them lifelong customers and advocates
• 7:21
  Speaker: for your business.
• 7:23
  Speaker: And also it, it gives better social tools for people that
• 7:29
  Speaker: were probably not, um, teaching in school nowadays, as we rely
• 7:34
  Speaker: more and more on technology, we're not having those social
• 7:38
  Speaker: interactions like we used to, you know, fifteen, twenty years
• 7:42
  Speaker: ago, my twenty year high school reunion is today.
• 7:45
  Speaker: So, I can I could imagine
• 7:47
  Speaker: twenty, twenty years ago,
• 7:49
  Speaker: everything was a lot more
• 7:51
  Speaker: socialized, right?
• 7:52
  Speaker: There was a lot more human interaction.
• 7:53
  Speaker: And now, you know, you can make
• 7:55
  Speaker: a phone call and talk to an AI
• 7:57
  Speaker: agent.
• 7:57
  Speaker: So there's not that, not that quite that social interaction,
• 8:01
  Speaker: but I think more and more people are starting to want to stay
• 8:03
  Speaker: away from social interactions.
• 8:05
  Speaker: And it's, I think it's just because they, they don't have
• 8:08
  Speaker: the tools to have good ones or they've never been taught.
• 8:12
  Speaker: Right.
• 8:12
  Speaker: So I think there's, you know, just a, a vessel in order to be
• 8:17
  Speaker: able to do that in a better way.
• 8:19
  Speaker: Well, and you bring up something that, uh, for the, the
• 8:22
  Speaker: inspiration for this book, I think, you know, it was a
• 8:25
  Speaker: sixteen year old girl.
• 8:27
  Speaker: Sure.
• 8:28
  Speaker: If you think about remembering back when you were sixteen, and
• 8:32
  Speaker: even though you grew up in a different time, I grew up in a
• 8:36
  Speaker: even before then when I was sixteen, uh, then when you were
• 8:40
  Speaker: sixteen, there was still shitty customers, right, right, right.
• 8:45
  Speaker: But at sixteen, I think most people, regardless of their
• 8:51
  Speaker: generation, don't have the tools to deal with some of this.
• 8:56
  Speaker: It's not innate and it is
• 8:58
  Speaker: something that we learn through
• 9:00
  Speaker: our experiences.
• 9:01
  Speaker: And certainly today's sixteen
• 9:04
  Speaker: year olds have had experiences
• 9:06
  Speaker: that were completely different
• 9:09
  Speaker: than yours and mine when we were
• 9:10
  Speaker: growing up.
• 9:11
  Speaker: And technology is a big part of that.
• 9:13
  Speaker: And the interactions that we had
• 9:17
  Speaker: at sixteen that were normal face
• 9:19
  Speaker: to face.
• 9:20
  Speaker: Predominantly, it was face to face or on a phone that, you
• 9:24
  Speaker: know, you had a landline.
• 9:26
  Speaker: A landline.
• 9:27
  Speaker: That's right.
• 9:27
  Speaker: That's right.
• 9:28
  Speaker: I didn't have cell phones.
• 9:29
  Speaker: They didn't exist when I was sixteen.
• 9:31
  Speaker: Uh, so that changes.
• 9:35
  Speaker: That's a big change as well.
• 9:36
  Speaker: And that regardless of your age, something I think most companies
• 9:41
  Speaker: do is whenever they're onboarding somebody, whether
• 9:43
  Speaker: it's for a first time job, a frontline job or an executive
• 9:49
  Speaker: job, is we make assumptions about what they do and don't
• 9:53
  Speaker: know and don't train them and don't prepare them.
• 9:58
  Speaker: Right.
• 9:58
  Speaker: And so that's one of the that's it.
• 10:00
  Speaker: That's it.
• 10:01
  Speaker: Yeah.
• 10:01
  Speaker: Yeah.
• 10:02
  Speaker: That's exactly it.
• 10:03
  Speaker: And this was this is never meant
• 10:05
  Speaker: to be an end all, be all final
• 10:08
  Speaker: solution.
• 10:09
  Speaker: Um, it is just, you know, when I
• 10:13
  Speaker: looked at at the time I was
• 10:14
  Speaker: looking for customer service,
• 10:18
  Speaker: um, books and just any sort of
• 10:22
  Speaker: education I could get on
• 10:24
  Speaker: customer service.
• 10:25
  Speaker: And the customer service field hasn't changed.
• 10:29
  Speaker: Nobody has rewritten the way that we do customer service.
• 10:33
  Speaker: And so to me, it was just
• 10:35
  Speaker: something that was necessary in
• 10:38
  Speaker: the field.
• 10:38
  Speaker: It was okay.
• 10:39
  Speaker: Here is kind of a a field guide
• 10:43
  Speaker: for, you know, and even in the
• 10:47
  Speaker: book, I, I put in here a couple
• 10:48
  Speaker: times, you know, write in it,
• 10:49
  Speaker: take notes like, you know, use
• 10:52
  Speaker: it as a field guide to be able
• 10:55
  Speaker: to, you know, help you out with
• 10:57
  Speaker: these situations because, you
• 10:59
  Speaker: know, if you work in a, in a
• 11:00
  Speaker: workplace where, you know, I
• 11:03
  Speaker: keep, I go back to the car wash
• 11:04
  Speaker: a lot.
• 11:05
  Speaker: We had a lot of, there were a
• 11:07
  Speaker: lot of different types of
• 11:09
  Speaker: customer interactions that could
• 11:10
  Speaker: go bad.
• 11:11
  Speaker: Somebody's car could get
• 11:12
  Speaker: scratched in the tunnel and or
• 11:14
  Speaker: somebody might be waiting a
• 11:17
  Speaker: little bit longer than
• 11:19
  Speaker: anticipated, or somebody might
• 11:21
  Speaker: have waited too long in the line
• 11:23
  Speaker: to go up to get their car
• 11:24
  Speaker: washed.
• 11:25
  Speaker: So there are a lot of opportunities to for these
• 11:28
  Speaker: interactions to go awry.
• 11:30
  Speaker: And so, and it's anywhere it
• 11:33
  Speaker: could be in the hospital, it
• 11:35
  Speaker: could be, um, you know, at the
• 11:37
  Speaker: airport.
• 11:37
  Speaker: That seems to be a big one nowadays, right?
• 11:41
  Speaker: Um, so just just anywhere, any,
• 11:43
  Speaker: anybody that's, that's people
• 11:45
  Speaker: facing.
• 11:46
  Speaker: I mean, it's just, there's, there's so many different,
• 11:49
  Speaker: different ways that these interactions happen and, and
• 11:53
  Speaker: it's just a, a quick tool to try and provide some, some
• 11:57
  Speaker: opportunities to deescalate, to identify, not only identify, you
• 12:01
  Speaker: know, what kind of customer they are, but, but to give them some,
• 12:06
  Speaker: some cool quips and, and, and ways to deescalate.
• 12:11
  Speaker: Yeah.
• 12:12
  Speaker: And that de-escalation is hard.
• 12:15
  Speaker: That's not something that and
• 12:17
  Speaker: de-escalation, I think also is
• 12:19
  Speaker: different than whatever you
• 12:21
  Speaker: want.
• 12:22
  Speaker: Right?
• 12:23
  Speaker: Yeah.
• 12:23
  Speaker: Yeah.
• 12:24
  Speaker: And I think, and I think that's where a lot of people.
• 12:27
  Speaker: Yeah.
• 12:27
  Speaker: No, I, I, that's a, that's a really good point, Denise.
• 12:31
  Speaker: Uh, a lot of people like to lay over.
• 12:34
  Speaker: Right.
• 12:34
  Speaker: A lot of people will lay over and go, okay, You know.
• 12:37
  Speaker: I'm sorry.
• 12:38
  Speaker: Take the house.
• 12:40
  Speaker: Right.
• 12:40
  Speaker: Right.
• 12:41
  Speaker: Um, because that's that's the easiest way to kind of get that
• 12:45
  Speaker: customer out of here.
• 12:47
  Speaker: I think that is a lot of times
• 12:49
  Speaker: individual people's goal is,
• 12:51
  Speaker: okay, I've got an upset
• 12:52
  Speaker: customer.
• 12:52
  Speaker: How can I just get them out of my door?
• 12:55
  Speaker: Right.
• 12:55
  Speaker: Instead of actually trying to solve the problem.
• 12:59
  Speaker: Um, and just have a better understanding of why it arose to
• 13:03
  Speaker: this level and how we got here.
• 13:06
  Speaker: What am I going to do to fix it,
• 13:08
  Speaker: to make this person a lifelong
• 13:11
  Speaker: advocate?
• 13:12
  Speaker: Instead, it's more, okay, how
• 13:14
  Speaker: can I make a quick band aid now
• 13:16
  Speaker: and then get this person out of
• 13:18
  Speaker: my door?
• 13:18
  Speaker: And so I never have to deal with them again, which is really the
• 13:22
  Speaker: the wrong way to look at it.
• 13:23
  Speaker: So yeah.
• 13:25
  Speaker: Yeah.
• 13:25
  Speaker: So when somebody comes in angry.
• 13:27
  Speaker: Mhm.
• 13:28
  Speaker: What should the employee do first?
• 13:31
  Speaker: So, um, great.
• 13:33
  Speaker: That's a great question.
• 13:33
  Speaker: I think it depends on every situation is different, right?
• 13:40
  Speaker: Um, I know I have a few personal go tos that I like to try to
• 13:46
  Speaker: train people with.
• 13:48
  Speaker: Um, the one that I love the
• 13:51
  Speaker: most, the one that I think works
• 13:53
  Speaker: the best and I probably talk
• 13:55
  Speaker: about it more than anything else
• 13:57
  Speaker: in this book is I
• 13:59
  Speaker: overexaggerate.
• 14:00
  Speaker: So I put myself in their shoes
• 14:03
  Speaker: and I over exaggerate to the
• 14:06
  Speaker: point where, um, I sound really
• 14:10
  Speaker: foolish, right?
• 14:12
  Speaker: So if a customer comes in angry and let's say they are raising
• 14:17
  Speaker: their voice or yelling, I will, you know, go.
• 14:21
  Speaker: I'm I'm so sorry.
• 14:24
  Speaker: What's going on?
• 14:25
  Speaker: First you have to you have to understand what's going on in
• 14:27
  Speaker: the situation, right?
• 14:29
  Speaker: And then once it kind of gets
• 14:31
  Speaker: explained to you, then it's, oh
• 14:33
  Speaker: my gosh, I can't believe that
• 14:35
  Speaker: happened.
• 14:36
  Speaker: If it was me, I would be here punching everybody in the face
• 14:40
  Speaker: right now, right?
• 14:41
  Speaker: Or I would set this building on fire.
• 14:44
  Speaker: Right.
• 14:45
  Speaker: And then you'd have to they'd be
• 14:46
  Speaker: pulling me in handcuffs out of
• 14:48
  Speaker: here because I would I'd be in
• 14:51
  Speaker: here, you know, destroying
• 14:52
  Speaker: furniture and and losing my
• 14:54
  Speaker: mind.
• 14:54
  Speaker: And then people look at you and they're like, what?
• 14:58
  Speaker: What?
• 14:59
  Speaker: Why is this?
• 15:00
  Speaker: Why is this guy crazy?
• 15:02
  Speaker: You know?
• 15:02
  Speaker: But then what it does is it, it
• 15:04
  Speaker: kind of lowers their guard a
• 15:06
  Speaker: lot.
• 15:07
  Speaker: And then it also pops in that quick self-reflection where
• 15:11
  Speaker: they're, they're thinking instantly in their head.
• 15:15
  Speaker: And it's so and you can see that light bulb moment when you do
• 15:19
  Speaker: this, which I love.
• 15:20
  Speaker: It's so great because people will see that and they'll
• 15:23
  Speaker: instantly go, oh, well, I don't want to act like that.
• 15:28
  Speaker: I don't want to be that person.
• 15:31
  Speaker: and then their demeanor changes instantly.
• 15:35
  Speaker: Yeah.
• 15:35
  Speaker: And then then you can have a
• 15:37
  Speaker: genuine conversation and go,
• 15:39
  Speaker: let's, let's figure this out
• 15:41
  Speaker: together.
• 15:42
  Speaker: Let's solve this problem together.
• 15:44
  Speaker: Um, and I just tell people
• 15:46
  Speaker: genuinely that, you know, hey, I
• 15:49
  Speaker: never want you to have this
• 15:51
  Speaker: feeling when you come in here
• 15:52
  Speaker: again.
• 15:52
  Speaker: You know what I would do?
• 15:54
  Speaker: What can we how can we work together to solve this?
• 15:58
  Speaker: What would make this right?
• 16:00
  Speaker: Um, and I like to ask a fair question.
• 16:04
  Speaker: Um, typically when you're
• 16:08
  Speaker: talking to people and they're
• 16:10
  Speaker: upset about something, instead
• 16:12
  Speaker: of giving away the house, you
• 16:15
  Speaker: create a I like to create a
• 16:19
  Speaker: unique solution and then ask if
• 16:22
  Speaker: that's fair.
• 16:24
  Speaker: Mhm.
• 16:25
  Speaker: Um, a lot of people, a lot of
• 16:28
  Speaker: people will respond quickly to
• 16:31
  Speaker: do.
• 16:31
  Speaker: Does this sound fair?
• 16:33
  Speaker: Um, in a positive way.
• 16:35
  Speaker: Yes, I think that's fair.
• 16:37
  Speaker: And and that will allow you the
• 16:39
  Speaker: opportunity to say, you know,
• 16:41
  Speaker: hey.
• 16:42
  Speaker: Oh my gosh, I'm so sorry this happened.
• 16:44
  Speaker: If this was me, I would just I would be in here irate,
• 16:48
  Speaker: screaming at every person I saw.
• 16:50
  Speaker: Let's create a really let's,
• 16:52
  Speaker: let's solve this for you because
• 16:54
  Speaker: I really hate that this
• 16:55
  Speaker: happened.
• 16:55
  Speaker: And I want to keep you as a customer for life here.
• 16:59
  Speaker: We love your business.
• 17:01
  Speaker: I know you've been here.
• 17:04
  Speaker: How about this?
• 17:05
  Speaker: Let's let's do X, Y, and z. And hopefully that can completely
• 17:11
  Speaker: change your reference of what you've experienced today.
• 17:14
  Speaker: Does that sound fair?
• 17:17
  Speaker: Right.
• 17:17
  Speaker: And then that's that's it.
• 17:19
  Speaker: You're you're getting in the we're in this together.
• 17:22
  Speaker: I feel you, I see you.
• 17:24
  Speaker: It's ninety percent of the time when people are upset.
• 17:26
  Speaker: They just want to feel heard.
• 17:28
  Speaker: Right?
• 17:29
  Speaker: And so you're acknowledging their feelings.
• 17:34
  Speaker: You are acknowledging their outrage or their anger or their
• 17:39
  Speaker: feeling like something has been done wrong to them.
• 17:42
  Speaker: Yeah.
• 17:43
  Speaker: Whether it's true or not, you're acknowledging it, right?
• 17:47
  Speaker: I mean, because sometimes it's not true.
• 17:49
  Speaker: Right?
• 17:49
  Speaker: Yeah, exactly.
• 17:50
  Speaker: Exactly.
• 17:51
  Speaker: But, you know, you're you're acknowledging that.
• 17:53
  Speaker: So somebody feels seen.
• 17:54
  Speaker: And when somebody feels seen that genuinely reduces the
• 17:59
  Speaker: temperature and they feel like you're now their ally instead of
• 18:04
  Speaker: their, their enemy.
• 18:06
  Speaker: Exactly.
• 18:07
  Speaker: And that's, and that's really what it's all about, right?
• 18:10
  Speaker: You just, you just need to
• 18:11
  Speaker: change their perception of who
• 18:14
  Speaker: you are in their roadmap to
• 18:17
  Speaker: getting what they want, right,
• 18:20
  Speaker: or to get the outcome that
• 18:23
  Speaker: they're desiring.
• 18:23
  Speaker: Right.
• 18:24
  Speaker: Sometimes you got to give people a little more grace.
• 18:27
  Speaker: Customers are human.
• 18:28
  Speaker: Employees are human.
• 18:29
  Speaker: Managers are human.
• 18:31
  Speaker: Um, we're all going to have bad days, right?
• 18:35
  Speaker: And it's great.
• 18:37
  Speaker: Customer service isn't about
• 18:39
  Speaker: pretending that those moments
• 18:42
  Speaker: don't happen.
• 18:44
  Speaker: Um, but it's, it's all about
• 18:46
  Speaker: just learning better ways to
• 18:47
  Speaker: handle them.
• 18:49
  Speaker: So I love the, I love the meeting them where they're at,
• 18:54
  Speaker: not yelling and screaming, but just being like, oh my goodness,
• 18:57
  Speaker: that is horrible.
• 18:58
  Speaker: I would lose my mind.
• 19:00
  Speaker: Yeah, if I was in your shoes.
• 19:02
  Speaker: I get it right.
• 19:03
  Speaker: So you're, you know, that's a great starter.
• 19:06
  Speaker: I love that is it fair question.
• 19:08
  Speaker: It has to be it has to be overly exaggerated.
• 19:13
  Speaker: Yes.
• 19:13
  Speaker: Because that once you do that,
• 19:15
  Speaker: then that's when the aha moment
• 19:17
  Speaker: kicks in.
• 19:18
  Speaker: And they and it's, it's kind of,
• 19:19
  Speaker: it's kind of like telling them
• 19:22
  Speaker: they're acting out in a manner
• 19:24
  Speaker: that is very un unprecedented,
• 19:28
  Speaker: unprofessional.
• 19:29
  Speaker: Shouldn't be here.
• 19:30
  Speaker: We shouldn't be doing this.
• 19:32
  Speaker: But but instead of saying, hey,
• 19:35
  Speaker: you know, and sometimes people
• 19:36
  Speaker: need that right there, there's a
• 19:38
  Speaker: time and place to say, hey, you
• 19:40
  Speaker: really ought to be ashamed of
• 19:41
  Speaker: the way that you're acting right
• 19:43
  Speaker: now.
• 19:43
  Speaker: Um, well, going back to that
• 19:45
  Speaker: sixteen year old girl from your
• 19:46
  Speaker: book, I think, you know, you
• 19:47
  Speaker: said, do you understand that you
• 19:50
  Speaker: are yelling at a sixteen year
• 19:52
  Speaker: old?
• 19:52
  Speaker: Oh, yeah.
• 19:53
  Speaker: Yeah.
• 19:53
  Speaker: Sometimes you do need to shame somebody, right?
• 19:56
  Speaker: And and, and I've, I've been known to do that.
• 19:59
  Speaker: And some sometimes people need
• 20:00
  Speaker: that hard that, that hard
• 20:02
  Speaker: reality check just, you know, we
• 20:05
  Speaker: get so caught up with thinking
• 20:07
  Speaker: that it's okay to behave in
• 20:08
  Speaker: certain ways and treat people
• 20:10
  Speaker: certain ways.
• 20:11
  Speaker: Um, and some people have just been allowed to do that because
• 20:15
  Speaker: nobody's told them otherwise.
• 20:17
  Speaker: Right.
• 20:18
  Speaker: I mean, I've got, you know, a
• 20:19
  Speaker: great example with a father and
• 20:22
  Speaker: son, and the son was very
• 20:26
  Speaker: belligerent and, and acting and
• 20:29
  Speaker: and saying things and in that
• 20:31
  Speaker: manner.
• 20:31
  Speaker: And the father was with him.
• 20:33
  Speaker: And the father had a veteran's jacket on.
• 20:39
  Speaker: Right.
• 20:39
  Speaker: And so as a veteran, I see that instantly.
• 20:42
  Speaker: And I go to make that connection.
• 20:43
  Speaker: So I, I talk to the dad who was he was an older gentleman.
• 20:48
  Speaker: I mean, his son was probably in his late forties.
• 20:51
  Speaker: So he, they weren't, they
• 20:53
  Speaker: weren't like, it wasn't like a
• 20:55
  Speaker: young child.
• 20:56
  Speaker: Um, and, but his son was just cussing up a storm and just
• 21:00
  Speaker: screaming at everybody.
• 21:02
  Speaker: And so I just went to the dad and I said, is that your son?
• 21:05
  Speaker: And he said, yeah.
• 21:05
  Speaker: And I said, and you're a veteran.
• 21:06
  Speaker: He said, yeah.
• 21:07
  Speaker: I said, you really ought to be ashamed of the way that you
• 21:09
  Speaker: raised your child.
• 21:13
  Speaker: Like just from one veteran, from one veteran to another.
• 21:16
  Speaker: You, you just really should like that.
• 21:18
  Speaker: There are a lot of things that
• 21:20
  Speaker: people think are okay in today's
• 21:22
  Speaker: society just because, oh, well,
• 21:24
  Speaker: I'm never going to see this
• 21:25
  Speaker: person again.
• 21:26
  Speaker: Or, you know, I'm, I'm never
• 21:28
  Speaker: going to come to this business
• 21:30
  Speaker: again.
• 21:30
  Speaker: I'm never going to have this interaction.
• 21:32
  Speaker: But I, I think those very harsh
• 21:36
  Speaker: just and it's to me, it's not
• 21:38
  Speaker: harsh.
• 21:39
  Speaker: It's true.
• 21:40
  Speaker: Um, and that's, you know, I believe that I believe that if,
• 21:45
  Speaker: if someone is yelling and screaming at somebody behind a
• 21:48
  Speaker: counter, especially a child, if you're an adult and you're
• 21:53
  Speaker: screaming at a child, and I'm sure this happens.
• 21:55
  Speaker: I've talked to so many different operators in this industry.
• 21:58
  Speaker: It happens all the time.
• 22:00
  Speaker: People, people yell at managers, moms and dads yell at managers.
• 22:04
  Speaker: They yell at the employees.
• 22:06
  Speaker: Yeah, but to think that that's okay oftentimes is because
• 22:10
  Speaker: nobody's corrected them on it.
• 22:11
  Speaker: Because we're yes people.
• 22:13
  Speaker: Right.
• 22:14
  Speaker: Oh, well, you know, um, Johnny
• 22:18
  Speaker: didn't help me with this
• 22:19
  Speaker: birthday party.
• 22:20
  Speaker: So I want this and I want this, and I'm going to yell.
• 22:23
  Speaker: Um, you know, at the manager.
• 22:25
  Speaker: Uh, okay.
• 22:26
  Speaker: Alright, alright, we'll give you this.
• 22:28
  Speaker: We'll take care of this for you.
• 22:29
  Speaker: We'll do this for you.
• 22:30
  Speaker: But nobody's addressing that underlying behavior.
• 22:34
  Speaker: Right?
• 22:35
  Speaker: It's, it's very inappropriate to act this way.
• 22:38
  Speaker: It's very it's unacceptable.
• 22:40
  Speaker: And you really ought to be ashamed of the way that you talk
• 22:42
  Speaker: to, to that individual.
• 22:43
  Speaker: Because a lot of the people that
• 22:44
  Speaker: we in, in our industry, our
• 22:48
  Speaker: employee demographic is the
• 22:49
  Speaker: sixteen to, you know, twenty two
• 22:52
  Speaker: year old.
• 22:52
  Speaker: Those are our employees.
• 22:54
  Speaker: And, um, nobody wants their child to be yelled at that way.
• 23:01
  Speaker: So a lot of times that's the
• 23:03
  Speaker: frame of reference that I put it
• 23:04
  Speaker: back into is imagine if that was
• 23:06
  Speaker: your child.
• 23:07
  Speaker: Would you want a random adult yelling at your child for
• 23:12
  Speaker: something that's completely out of their hands?
• 23:15
  Speaker: Right?
• 23:15
  Speaker: Probably not.
• 23:17
  Speaker: You really ought to be ashamed
• 23:18
  Speaker: of the way that you talk to
• 23:19
  Speaker: them.
• 23:19
  Speaker: You should probably go home, do some self-reflection, think
• 23:23
  Speaker: about how you're acting, and then make a change.
• 23:26
  Speaker: And if not today, if not next
• 23:29
  Speaker: week, hopefully sometime this
• 23:30
  Speaker: year.
• 23:31
  Speaker: And this will give you that opportunity to go, you know,
• 23:34
  Speaker: maybe I'd be a better human being if I operated in a
• 23:37
  Speaker: different fashion, or maybe I'd get the things that I wanted if
• 23:41
  Speaker: I, if I spoke differently or if I acted differently.
• 23:45
  Speaker: And so sometimes people just
• 23:46
  Speaker: need that harsh, you know,
• 23:49
  Speaker: response, right?
• 23:50
  Speaker: Well, and, and there was, I love one of the many things that I
• 23:53
  Speaker: really like about and appreciate about your book is that you've
• 23:56
  Speaker: got phrases that people can commit to memory.
• 23:59
  Speaker: Yeah.
• 24:00
  Speaker: Because when you're in a situation like that, especially
• 24:03
  Speaker: if you're younger and you're just like, oh, I don't, you
• 24:06
  Speaker: know, I don't know what to do or what to say.
• 24:09
  Speaker: Uh, having these phrases committed to memory becomes
• 24:13
  Speaker: really, really important.
• 24:14
  Speaker: And one of the phrases you have
• 24:15
  Speaker: in there is like, I want to help
• 24:17
  Speaker: you solve this problem, but I
• 24:19
  Speaker: can't do that unless we're
• 24:21
  Speaker: speaking to each other in a
• 24:22
  Speaker: respectful way.
• 24:23
  Speaker: Right?
• 24:24
  Speaker: It's simple, right?
• 24:26
  Speaker: It's simple.
• 24:27
  Speaker: And it's hopefully something
• 24:29
  Speaker: that can turn the temperature
• 24:30
  Speaker: down.
• 24:31
  Speaker: Um, and it's a way of saying,
• 24:33
  Speaker: hey, you can't talk to me like
• 24:34
  Speaker: this.
• 24:35
  Speaker: Right?
• 24:35
  Speaker: Yeah.
• 24:36
  Speaker: No, we're on, we're on the same page here.
• 24:37
  Speaker: You know, you're right.
• 24:39
  Speaker: We missed the mark.
• 24:40
  Speaker: I'm not going to make excuses
• 24:42
  Speaker: for it, but let's figure out how
• 24:43
  Speaker: we can.
• 24:44
  Speaker: We can make it right together.
• 24:46
  Speaker: Mhm.
• 24:46
  Speaker: Right.
• 24:47
  Speaker: Um, so yeah, that's when we talk
• 24:53
  Speaker: about the not giving away the
• 24:54
  Speaker: store.
• 24:54
  Speaker: I want to come back to that
• 24:55
  Speaker: because I think that is a land
• 24:58
  Speaker: in which so many people live in
• 25:02
  Speaker: and we've trained customers to
• 25:04
  Speaker: expect.
• 25:06
  Speaker: I make a complaint.
• 25:08
  Speaker: I get a free meal.
• 25:09
  Speaker: I make a complaint.
• 25:11
  Speaker: I get a free car wash.
• 25:14
  Speaker: I make a complaint.
• 25:15
  Speaker: I get free dessert, right?
• 25:17
  Speaker: Like we have trained people and,
• 25:21
  Speaker: and, and sometimes those are
• 25:22
  Speaker: appropriate responses, but that
• 25:25
  Speaker: can't be our, our constant go
• 25:27
  Speaker: to.
• 25:28
  Speaker: So like, how do you, how do you empower your frontline employees
• 25:33
  Speaker: to be able to solve problems without giving the store away?
• 25:39
  Speaker: Yeah.
• 25:40
  Speaker: Uh, that is a, that is a really great question.
• 25:42
  Speaker: So I would say first, it's,
• 25:45
  Speaker: it's, it has to be
• 25:46
  Speaker: discretionary, right?
• 25:48
  Speaker: And, and it has to be dependent on who, what employee it is.
• 25:54
  Speaker: Uh, obviously there, we probably all position different employees
• 26:00
  Speaker: in different areas based on their skill sets.
• 26:03
  Speaker: Some probably aren't so good communicators.
• 26:05
  Speaker: Those employees probably aren't as much guest facing as others.
• 26:10
  Speaker: Um, so they probably don't see the, the.
• 26:16
  Speaker: The majority of those types of
• 26:18
  Speaker: interactions, but you have to,
• 26:22
  Speaker: um, be able to identify those
• 26:24
  Speaker: information gaps.
• 26:25
  Speaker: First and foremost, as an ownership team, as your
• 26:29
  Speaker: management team, I mean, it, it just trickles down, right?
• 26:32
  Speaker: So first you have to figure out what those information gaps are.
• 26:35
  Speaker: What are your customers complaining about most often?
• 26:39
  Speaker: What are those coming in.
• 26:41
  Speaker: And then now we need to create a solution for that to avoid
• 26:46
  Speaker: giving away the house.
• 26:48
  Speaker: So if it's, you know, in the family entertainment center
• 26:51
  Speaker: industry, if I have a lot of complaints because my food is
• 26:57
  Speaker: cold or, um, let's just use that as an example, that's, um, a lot
• 27:02
  Speaker: of people are, are if they're, if you don't have F and B right
• 27:05
  Speaker: now, definitely consider it.
• 27:08
  Speaker: It's a, it's a, it's a good profit.
• 27:10
  Speaker: Uh. Uh, profit window for you.
• 27:14
  Speaker: So if, if I know that, uh, and this also, I mean, I guess
• 27:21
  Speaker: there's a couple things that, that go in involved in here, but
• 27:24
  Speaker: you have to be involved in order to know this information, right.
• 27:28
  Speaker: And you also have to be willing
• 27:30
  Speaker: to, to listen to your front line
• 27:32
  Speaker: employees on what they're
• 27:35
  Speaker: seeing.
• 27:36
  Speaker: Because I know there are a lot of people who aren't involved in
• 27:40
  Speaker: their locations, right?
• 27:42
  Speaker: And there are, there are a lot that are, um, and those that are
• 27:46
  Speaker: involved understand and see those issues a lot more than
• 27:52
  Speaker: those that aren't.
• 27:52
  Speaker: But you have to be able to listen to your employees and
• 27:55
  Speaker: what they're seeing and what the customers are telling them.
• 28:00
  Speaker: Um, but you have to game plan, you have to go, okay, if this is
• 28:06
  Speaker: our most common, you know.
• 28:07
  Speaker: What are the the top ten most common things that customers are
• 28:11
  Speaker: complaining to us about this week or this month?
• 28:14
  Speaker: Or you have to do those recaps.
• 28:17
  Speaker: You have to identify those
• 28:18
  Speaker: problems because you're never
• 28:20
  Speaker: going to create solutions for
• 28:21
  Speaker: those problems.
• 28:22
  Speaker: If you don't, your solution is
• 28:24
  Speaker: going to be that one size fits
• 28:25
  Speaker: all.
• 28:26
  Speaker: Oh, food's cold, let's deliver them.
• 28:29
  Speaker: Uh, you know, let's just comp their bill, right?
• 28:33
  Speaker: Um, instead of let me, let me take care of that for you.
• 28:36
  Speaker: I never want you to have a poor
• 28:41
  Speaker: food experience while you're
• 28:42
  Speaker: here.
• 28:43
  Speaker: I'm going to talk to the kitchen.
• 28:44
  Speaker: We're going to get things remade for you.
• 28:47
  Speaker: And then maybe it's a, you know, a coupon for their next visit.
• 28:52
  Speaker: Or maybe it's a free dessert, right?
• 28:55
  Speaker: Hey, let me take care of this for you.
• 28:57
  Speaker: Um, because dessert cost is very, very nominal, right?
• 29:01
  Speaker: So when you talk about your food
• 29:03
  Speaker: profit margins, your dessert
• 29:05
  Speaker: should be very, very profitable,
• 29:06
  Speaker: especially when it comes to food
• 29:08
  Speaker: and beverage.
• 29:08
  Speaker: So, um, alcoholic drinks, desserts, um, some appetizers,
• 29:14
  Speaker: fried food, those things you get a lot of profit on.
• 29:17
  Speaker: So if I can, if I can lose here, but I can win here right now.
• 29:24
  Speaker: I'm winning now.
• 29:25
  Speaker: I'm making that much better experience.
• 29:28
  Speaker: And then I want them to come back in.
• 29:31
  Speaker: Right.
• 29:32
  Speaker: So your goal is to get what a
• 29:34
  Speaker: lot of people don't think about
• 29:35
  Speaker: is getting that customer back in
• 29:37
  Speaker: their door.
• 29:38
  Speaker: I want that customer coming back
• 29:40
  Speaker: because I want that repeat
• 29:42
  Speaker: business.
• 29:42
  Speaker: I want them to be an advocate for our business.
• 29:46
  Speaker: When I talk about being an advocate for a business, if you
• 29:52
  Speaker: are the only one that's pumping out marketing via social for
• 29:57
  Speaker: your business, you are losing way more than a company whose
• 30:03
  Speaker: customers are posting on social for that business.
• 30:09
  Speaker: It's, um, it's much less work for you and you, your community
• 30:13
  Speaker: has your trust.
• 30:15
  Speaker: And that's, that's such a key component that I think that is
• 30:20
  Speaker: an extra thing that owners and managers have to deal with today
• 30:24
  Speaker: is you've got people who will be relentless on, you know, your
• 30:33
  Speaker: Yelp review or your Google.
• 30:35
  Speaker: Oh, yeah.
• 30:36
  Speaker: And because we now live in a
• 30:40
  Speaker: world in which if you ask your
• 30:43
  Speaker: phone.
• 30:44
  Speaker: Hey, where should I go to eat?
• 30:46
  Speaker: Give me, you know, pop up some suggestions to eat that AI reads
• 30:50
  Speaker: that translates that into recommendations and whether
• 30:57
  Speaker: they're true or not.
• 31:00
  Speaker: The result I'm getting back on
• 31:02
  Speaker: my phone is going to tell me,
• 31:04
  Speaker: oh, don't go to that place
• 31:05
  Speaker: because it's got bad reviews,
• 31:07
  Speaker: whether they're legitimate or
• 31:09
  Speaker: not.
• 31:11
  Speaker: Um, right.
• 31:12
  Speaker: And that's just a different,
• 31:13
  Speaker: different game that we're in
• 31:15
  Speaker: right now.
• 31:15
  Speaker: Yeah.
• 31:16
  Speaker: Um, and, and I, that's so true.
• 31:19
  Speaker: So it happened with my book.
• 31:21
  Speaker: So this book books on Amazon, I, I got a, a one star review on
• 31:27
  Speaker: Amazon for the book.
• 31:29
  Speaker: And it was someone who didn't buy the book at all.
• 31:32
  Speaker: They didn't, the review didn't say anything about the book.
• 31:35
  Speaker: It was all about Amazon's customer service is horrible.
• 31:40
  Speaker: And, and, uh, and I'm like, well, um, how do I change that?
• 31:46
  Speaker: Because it has nothing to do with the book.
• 31:48
  Speaker: It's all they were just one
• 31:50
  Speaker: starring Amazon's customer
• 31:51
  Speaker: service.
• 31:51
  Speaker: I thought it was hilarious.
• 31:52
  Speaker: I mean, it's funny the way that it reads, right?
• 31:55
  Speaker: Um, but I'm like, this has nothing to do with the book.
• 31:57
  Speaker: I wish, um, would take it down.
• 32:00
  Speaker: So. But it is what it is, right?
• 32:03
  Speaker: Also, the irony of it's literally the book is called How
• 32:07
  Speaker: to Deal with a Shitty Customer, and that's how they're going to
• 32:10
  Speaker: come at you like, yeah.
• 32:13
  Speaker: Um, yeah, I and, and that's also another aspect that people are
• 32:18
  Speaker: trying to figure out how to, to battle with are those online
• 32:22
  Speaker: reviews, like you said that, um, I've seen, um, I've seen
• 32:28
  Speaker: different owners become very hostile with that and I've seen
• 32:33
  Speaker: that turn very negative.
• 32:35
  Speaker: I've seen it turn negative very, very quickly, um, where people
• 32:39
  Speaker: just boycott restaurants or boycott businesses because the
• 32:43
  Speaker: owner spoke out.
• 32:45
  Speaker: Um, I've seen owners have to sell their businesses because of
• 32:48
  Speaker: things that they've posted on, um, on reviews or social media.
• 32:53
  Speaker: So it can definitely bite you in the butt if you don't handle it
• 32:58
  Speaker: in a tactful manner.
• 33:00
  Speaker: Yeah.
• 33:00
  Speaker: Um, so yeah, it's, uh, it's, it's such a wild world that we
• 33:05
  Speaker: live in right now.
• 33:07
  Speaker: It is, it is.
• 33:08
  Speaker: And that is again, um, coming back to your book, I really, uh,
• 33:15
  Speaker: identified so much with both the customer that you're describing
• 33:21
  Speaker: and the employee.
• 33:22
  Speaker: Right.
• 33:22
  Speaker: Because I've been both.
• 33:24
  Speaker: Right.
• 33:24
  Speaker: And there was, I think I told you earlier, before we started
• 33:27
  Speaker: recording that, um, there was a little bit of, as I'm reading
• 33:31
  Speaker: this going, oh, I might have been that person before.
• 33:34
  Speaker: Sure.
• 33:35
  Speaker: Oh, I've totally done that as a customer.
• 33:38
  Speaker: Yeah.
• 33:39
  Speaker: Um, and you know, it happens.
• 33:41
  Speaker: We're humans, we, we, if we're having a bad day and then, you
• 33:47
  Speaker: know, this one little thing happens, it's just ah, um, and,
• 33:51
  Speaker: and that's it, that's it.
• 33:52
  Speaker: But it happens.
• 33:54
  Speaker: But that's another, that's another aspect too, and that's
• 33:57
  Speaker: what nobody really thinks about, is we all have our own lives.
• 34:00
  Speaker: We're all doing different things.
• 34:01
  Speaker: We're all busy, busy, busy, going, going, going.
• 34:04
  Speaker: We may have a horrible day, which is a catalyst to how we
• 34:08
  Speaker: respond to certain things.
• 34:10
  Speaker: And so if we have a, a rude customer that comes out, and
• 34:16
  Speaker: let's be very clear, like in the book, I know I have twelve
• 34:19
  Speaker: different types, uh, archetypes of shitty customers, right?
• 34:24
  Speaker: But there's really only a couple types of customers that are
• 34:30
  Speaker: really bad, right?
• 34:32
  Speaker: The other ones are kind of more the ones who will avoid you or
• 34:37
  Speaker: they'll ghost you, or they'll try and get one over on a return
• 34:41
  Speaker: or, you know, I know the manager, so I'm going to try and
• 34:44
  Speaker: get a free drinks or free food or I know the owner, so, you
• 34:49
  Speaker: know, hook it up.
• 34:50
  Speaker: And so those types of poor customers are in this book.
• 34:55
  Speaker: Um, but you know, the, the main
• 34:57
  Speaker: ones I think people think about
• 34:59
  Speaker: are, you know, the, that
• 35:00
  Speaker: volcano, that hot headed
• 35:02
  Speaker: customer who comes in hot and
• 35:04
  Speaker: loaded and is ready to go, who
• 35:06
  Speaker: wants to instantly talk to the
• 35:08
  Speaker: manager, right?
• 35:10
  Speaker: So they're looking for a fight.
• 35:11
  Speaker: One hundred percent, one hundred percent.
• 35:13
  Speaker: And so yeah, it's, it's, um, I tried to put a lot about the
• 35:18
  Speaker: psychology behind why people do and act the way that they, they
• 35:22
  Speaker: do during these interactions, so that it's a lot easier to
• 35:26
  Speaker: understand why they're doing what they're doing.
• 35:29
  Speaker: And I think that really helps
• 35:32
  Speaker: give an understanding of how to
• 35:33
  Speaker: take kind of back control of the
• 35:36
  Speaker: conversation and not only the
• 35:38
  Speaker: conversation, but the entire
• 35:40
  Speaker: interaction.
• 35:40
  Speaker: Because what you want to do is you want to win that person over
• 35:45
  Speaker: so that they come back.
• 35:47
  Speaker: Um, a lot of people, they just want them out the door.
• 35:50
  Speaker: And then they might, they'll, you know, you get the you get
• 35:54
  Speaker: the big trifecta, right?
• 35:55
  Speaker: So you lose that customer, you get a bad review.
• 36:00
  Speaker: And then that bad review, like you said, leads to people not
• 36:03
  Speaker: coming back in their doors.
• 36:05
  Speaker: So one poor interaction could lead to a giant loss of
• 36:09
  Speaker: business, depending on how bad it is and how your response is.
• 36:13
  Speaker: So it's very key to respond in a
• 36:16
  Speaker: way that's going to procure that
• 36:18
  Speaker: that business again and again
• 36:20
  Speaker: and again.
• 36:21
  Speaker: And so I tried to provide as many examples that are not only
• 36:25
  Speaker: real life examples, but stuff that people resonate with.
• 36:29
  Speaker: You know, I tried different, different, uh, interactions that
• 36:33
  Speaker: I feel like most of us have had.
• 36:36
  Speaker: And like you said, on both sides
• 36:37
  Speaker: of the fence where I'm the bad
• 36:39
  Speaker: customer and I'm also the
• 36:40
  Speaker: employee dealing with a bad
• 36:41
  Speaker: customer.
• 36:43
  Speaker: Yeah, exactly.
• 36:44
  Speaker: Right.
• 36:45
  Speaker: So I want to play a little game.
• 36:47
  Speaker: Are you ready?
• 36:48
  Speaker: Okay, shoot.
• 36:49
  Speaker: All right.
• 36:50
  Speaker: We just have a few minutes left,
• 36:51
  Speaker: and I thought this might be a
• 36:52
  Speaker: fun way to, uh, kind of close
• 36:55
  Speaker: out.
• 36:55
  Speaker: And again, the book has so many practical solutions, phrases
• 37:00
  Speaker: that you can teach people, but it's also a training guide.
• 37:04
  Speaker: Yes.
• 37:04
  Speaker: Like there are actual sections with each scenario of how to
• 37:09
  Speaker: train around this.
• 37:11
  Speaker: So I can't recommend that enough.
• 37:12
  Speaker: I love that.
• 37:14
  Speaker: Uh, so the three kind of things
• 37:17
  Speaker: that we basically talk about
• 37:18
  Speaker: through this, with these
• 37:20
  Speaker: interactions, there's
• 37:22
  Speaker: interactions where you need to
• 37:23
  Speaker: handle, you need to escalate,
• 37:26
  Speaker: meaning go ahead, you do need
• 37:28
  Speaker: the manager, but we don't want
• 37:29
  Speaker: to go to the manager for
• 37:30
  Speaker: everything, right?
• 37:30
  Speaker: But some things need to go the
• 37:31
  Speaker: manager or let that customer go,
• 37:34
  Speaker: right?
• 37:35
  Speaker: Right.
• 37:36
  Speaker: You can't help everybody, right?
• 37:37
  Speaker: That's and that's very important that people understand is that
• 37:41
  Speaker: there are tools in here to deescalate those situations.
• 37:44
  Speaker: And when those customers back.
• 37:46
  Speaker: But there are some customers, you're just never going to win.
• 37:50
  Speaker: And it's good to it's good to know that.
• 37:53
  Speaker: I think it's good to reinforce that with a lot of people,
• 37:55
  Speaker: because I think a lot of people will think, oh, I just, I tried,
• 37:59
  Speaker: I tried to be really nice.
• 38:00
  Speaker: I tried to be helpful.
• 38:01
  Speaker: I just there's nothing that I can do.
• 38:03
  Speaker: And sometimes there is nothing that you can do.
• 38:06
  Speaker: They're just too far gone.
• 38:08
  Speaker: Yeah.
• 38:08
  Speaker: You gotta let it go.
• 38:09
  Speaker: Alright, so I'm going to read out some scenarios.
• 38:11
  Speaker: Okay.
• 38:12
  Speaker: It's gonna be rapid fire and
• 38:14
  Speaker: you're going to tell me, handle,
• 38:17
  Speaker: escalate.
• 38:18
  Speaker: Let him go.
• 38:19
  Speaker: Okay.
• 38:19
  Speaker: All right.
• 38:20
  Speaker: Alright.
• 38:20
  Speaker: Ready?
• 38:21
  Speaker: Sure.
• 38:22
  Speaker: Alright.
• 38:23
  Speaker: I want a refund because my kid didn't want a prize.
• 38:28
  Speaker: I'm going to.
• 38:30
  Speaker: I'm going to handle it.
• 38:31
  Speaker: I think that's very easy.
• 38:32
  Speaker: I think that's a very easy handle.
• 38:36
  Speaker: Uh, I completely understand why you're frustrated.
• 38:40
  Speaker: Uh, my name is Nate.
• 38:42
  Speaker: I'd love to be a personal advocate for you.
• 38:44
  Speaker: Let's.
• 38:45
  Speaker: What was your child's name?
• 38:46
  Speaker: Great.
• 38:47
  Speaker: What?
• 38:48
  Speaker: And what?
• 38:48
  Speaker: And what was your name?
• 38:49
  Speaker: Okay, great.
• 38:50
  Speaker: Let's figure out how we can work together to help, you know,
• 38:55
  Speaker: Johnny get the prize that he wants, that he came for.
• 38:59
  Speaker: Right.
• 38:59
  Speaker: And so.
• 39:00
  Speaker: All right, so that was a handle.
• 39:02
  Speaker: Handle it.
• 39:03
  Speaker: Um, your employee was rude to me, so I want the manager fired.
• 39:10
  Speaker: You know, I also want the manager fired.
• 39:13
  Speaker: In fact, um, I came in the other day and the manager was so rude
• 39:18
  Speaker: to me, I, I said we should double fire him.
• 39:22
  Speaker: Um, so let's figure out how we can solve this together.
• 39:25
  Speaker: What seems to be the problem?
• 39:26
  Speaker: I'm going to try to handle it, but then, uh, because they have
• 39:32
  Speaker: an issue with the manager, we have to be really careful on how
• 39:35
  Speaker: we escalate the situation.
• 39:37
  Speaker: Right?
• 39:37
  Speaker: If that, if the manager that
• 39:38
  Speaker: they're upset with is the one
• 39:40
  Speaker: that is working there currently,
• 39:43
  Speaker: we, we definitely don't want to
• 39:44
  Speaker: escalate it to them because now
• 39:46
  Speaker: we're putting, uh, we're putting
• 39:48
  Speaker: fire on fire and it's not going
• 39:51
  Speaker: to be good because sometimes it
• 39:52
  Speaker: can, it can be very emotionally
• 39:53
  Speaker: driven.
• 39:54
  Speaker: Um, between those two individuals and who knows what
• 39:57
  Speaker: happened between the two.
• 39:58
  Speaker: Right.
• 39:58
  Speaker: So first I'm going to try and
• 40:00
  Speaker: handle it then then if I need to
• 40:02
  Speaker: escalate it, I'm going to
• 40:03
  Speaker: escalate it with a separate
• 40:04
  Speaker: manager.
• 40:05
  Speaker: Um, but if that's coming at like a, let's say, a corporate level,
• 40:11
  Speaker: if somebody was approaching that to me and saying, you know, hey,
• 40:14
  Speaker: the manager that you guys have at this location, if that's how
• 40:18
  Speaker: this conversation is, is being had, um, then I'm, I'm going to,
• 40:22
  Speaker: I'm going to joke, I'm going to be jovial, just kind of like I
• 40:24
  Speaker: did where, yeah, I wanted to double fire that, that guy.
• 40:27
  Speaker: Right?
• 40:27
  Speaker: So tell me, tell me what's going on to give me some more fuel.
• 40:31
  Speaker: Let's, you know, let's joke about it a little bit.
• 40:33
  Speaker: But yeah, definitely I'm going
• 40:34
  Speaker: to try and handle then I'm going
• 40:35
  Speaker: to try and escalate depending on
• 40:37
  Speaker: where they are now, if it gets
• 40:39
  Speaker: out of hand and because if they
• 40:42
  Speaker: want a manager fire, then it's
• 40:44
  Speaker: probably something pretty
• 40:45
  Speaker: serious.
• 40:46
  Speaker: Then something, you know, maybe
• 40:47
  Speaker: you have to let that go, but I
• 40:49
  Speaker: think that's probably I'm going
• 40:50
  Speaker: to I'm going to handle then
• 40:51
  Speaker: escalate.
• 40:54
  Speaker: I'm going to leave a one star review unless you give me
• 40:57
  Speaker: something for free.
• 40:59
  Speaker: Um, that is that is an interesting one.
• 41:04
  Speaker: So I think at that point, like
• 41:08
  Speaker: we have what's, what is what's
• 41:10
  Speaker: the.
• 41:11
  Speaker: So this is a great part of
• 41:13
  Speaker: identifying the info gap here,
• 41:15
  Speaker: right?
• 41:16
  Speaker: Um, so this is a great pre plan
• 41:18
  Speaker: that you can have with your
• 41:19
  Speaker: managerial team.
• 41:21
  Speaker: How much does it cost for you to give give something away.
• 41:25
  Speaker: We're not giving away the house.
• 41:27
  Speaker: Right.
• 41:27
  Speaker: But what is a five star review.
• 41:29
  Speaker: So let's turn it around.
• 41:30
  Speaker: Right.
• 41:31
  Speaker: Better yet, if I give you something really awesome, will
• 41:35
  Speaker: you give me a five star review?
• 41:37
  Speaker: Right.
• 41:38
  Speaker: Okay, cool.
• 41:39
  Speaker: Well, um, today's your lucky day.
• 41:41
  Speaker: I happen to have an extra arcade card that got left around.
• 41:46
  Speaker: Um, you know, that's getting
• 41:48
  Speaker: spent right back in your
• 41:49
  Speaker: business.
• 41:49
  Speaker: It doesn't cost you anything.
• 41:51
  Speaker: It's a great way to try and boost that, that Google Yelp
• 41:55
  Speaker: review that you have your social media, um, review.
• 41:59
  Speaker: So I would just try and turn it around.
• 42:01
  Speaker: So I would handle it.
• 42:02
  Speaker: I wouldn't even, I wouldn't even escalate it.
• 42:04
  Speaker: I would just handle it and say,
• 42:05
  Speaker: what's a five star worth for
• 42:06
  Speaker: you?
• 42:07
  Speaker: Right.
• 42:08
  Speaker: Um, yeah, I think that's, I think that's the game plan, but
• 42:11
  Speaker: you have to, you have to be prepared for that.
• 42:14
  Speaker: All right.
• 42:15
  Speaker: Last one.
• 42:15
  Speaker: Are you ready?
• 42:16
  Speaker: Uh, sure.
• 42:17
  Speaker: I have spent thousands of dollars here over the years, and
• 42:23
  Speaker: I deserve to be treated better.
• 42:25
  Speaker: Yeah, I absolutely agree.
• 42:29
  Speaker: I have spent thousands of hours
• 42:32
  Speaker: of my life here, and so I feel
• 42:35
  Speaker: like we're kind of on an equal
• 42:36
  Speaker: platform here.
• 42:38
  Speaker: Um, in fact, uh, if I had spent as much money as you here.
• 42:43
  Speaker: I would probably be demanding my name on a wall.
• 42:46
  Speaker: Uh, with a with a bench.
• 42:48
  Speaker: So, um, I'm with you.
• 42:50
  Speaker: Let's go pick it.
• 42:50
  Speaker: Let's go burn this place down and and then I'm going to we're
• 42:54
  Speaker: going to build a rapport.
• 42:55
  Speaker: I'm just going to handle it and
• 42:57
  Speaker: then really understand why they
• 43:00
  Speaker: they're feeling the way that
• 43:01
  Speaker: they do.
• 43:02
  Speaker: I really you really have to get in the meat and potatoes.
• 43:05
  Speaker: You know that that customer is a recurring customer.
• 43:07
  Speaker: If they spent thousands of
• 43:08
  Speaker: dollars at your location, why
• 43:11
  Speaker: are they wanting to no longer
• 43:13
  Speaker: come here?
• 43:14
  Speaker: Right.
• 43:15
  Speaker: And so you have to figure that out.
• 43:18
  Speaker: The, the, the big problem, the big overseeing problem is as
• 43:22
  Speaker: soon as someone goes to a front line employee with these,
• 43:27
  Speaker: they're instantly taught, let me go get a manager.
• 43:32
  Speaker: Right.
• 43:33
  Speaker: And so sometimes they don't even get the customer's name, right.
• 43:37
  Speaker: Right.
• 43:37
  Speaker: I don't know who they are.
• 43:39
  Speaker: All I know is they wanted to talk to a manager.
• 43:41
  Speaker: And now, again, we are
• 43:43
  Speaker: conditioning our management to
• 43:45
  Speaker: not even want to see an
• 43:47
  Speaker: employee.
• 43:47
  Speaker: Because if an employee comes up to them, they they're
• 43:51
  Speaker: conditioned to think, oh, great.
• 43:52
  Speaker: Here we go.
• 43:53
  Speaker: Another.
• 43:54
  Speaker: Here we go again.
• 43:54
  Speaker: Customer.
• 43:55
  Speaker: So I think really just being able to empower your employees
• 43:59
  Speaker: to handle these customers, even, you know, the, the frontline
• 44:03
  Speaker: employees who are working your counter, taking tickets, um,
• 44:07
  Speaker: guiding running attractions, different things like that.
• 44:09
  Speaker: Just give them the power to
• 44:12
  Speaker: change people's lives in a
• 44:14
  Speaker: positive way.
• 44:16
  Speaker: And it makes a huge, a huge difference.
• 44:20
  Speaker: I cannot reiterate that enough
• 44:22
  Speaker: that, and that's how I would
• 44:24
  Speaker: explain it during trainings when
• 44:26
  Speaker: I would train, you know, teams
• 44:28
  Speaker: of individuals on just customer
• 44:30
  Speaker: service and de-escalation is I
• 44:32
  Speaker: want to give you the power to do
• 44:34
  Speaker: this.
• 44:34
  Speaker: It's not something that everybody knows how to do.
• 44:37
  Speaker: It's not something that's readily available.
• 44:39
  Speaker: It's not at the time.
• 44:40
  Speaker: You can't read it in a book, right?
• 44:42
  Speaker: It's it's there.
• 44:44
  Speaker: Nobody's nobody's teaching you how to do this.
• 44:47
  Speaker: And no, we're not teaching our kids in school how to do it.
• 44:50
  Speaker: We're not, you know, a lot of families probably aren't
• 44:53
  Speaker: necessarily doing it.
• 44:54
  Speaker: Um, so this it's, it's just you're empowering your people to
• 45:00
  Speaker: make a positive change in the world for human beings.
• 45:03
  Speaker: And that's how I explain it.
• 45:06
  Speaker: Yeah.
• 45:06
  Speaker: And even going back to our sixteen year old, that was the
• 45:08
  Speaker: inspiration for this book, that interaction, I imagine she
• 45:13
  Speaker: didn't feel like there was anything that she could do, but
• 45:17
  Speaker: just take that yelling and screaming over the phone.
• 45:20
  Speaker: She didn't feel like she was
• 45:23
  Speaker: empowered to say, excuse me, sir
• 45:26
  Speaker: or ma'am.
• 45:27
  Speaker: Whoever is yelling at her, do not yell at me.
• 45:31
  Speaker: Yeah, I appreciate that you're upset.
• 45:34
  Speaker: I know that you're upset.
• 45:35
  Speaker: I want to help you work through this, but I can't do that if
• 45:37
  Speaker: you're yelling and speaking to me this way.
• 45:39
  Speaker: And that's a and that's a great point, Denise.
• 45:41
  Speaker: I think that and that's the nail on the head.
• 45:44
  Speaker: If you as an employer don't have or management team or whomever,
• 45:48
  Speaker: if you don't have these conversations with your
• 45:50
  Speaker: employees, then they're probably intrinsically not comfortable
• 45:56
  Speaker: saying, you know, hey, I, I don't appreciate the, the way
• 46:01
  Speaker: that we're talking or I want to make sure that we handle this
• 46:03
  Speaker: correctly, but I need to make sure that we're being respectful
• 46:05
  Speaker: with each other, right?
• 46:07
  Speaker: Like that's, that's super important to me.
• 46:09
  Speaker: Um, I, I just want to make sure that we can have a respectable,
• 46:14
  Speaker: you know, conversation and to, in order to get the solution
• 46:18
  Speaker: that you need.
• 46:19
  Speaker: Right.
• 46:19
  Speaker: And so a lot of the times, because we don't have these
• 46:23
  Speaker: conversations with our employees or train them how to do this.
• 46:26
  Speaker: You're absolutely right.
• 46:27
  Speaker: They don't feel like they can, um, because it might just be off
• 46:31
  Speaker: putting, or it might not be their place, or they might have
• 46:34
  Speaker: fear of some sort of consequence by telling a customer that
• 46:39
  Speaker: because they've just never been told that they can.
• 46:42
  Speaker: Right.
• 46:43
  Speaker: So.
• 46:43
  Speaker: Right.
• 46:44
  Speaker: That's perfect.
• 46:45
  Speaker: How to deal with the customer.
• 46:47
  Speaker: It's available on Amazon.
• 46:48
  Speaker: Go give it a one star review.
• 46:50
  Speaker: I love it.
• 46:52
  Speaker: Teasing of course.
• 46:53
  Speaker: No it is really it's a simple read.
• 46:56
  Speaker: Uh, but like I said, there's so many great tools in here.
• 47:00
  Speaker: If you're an employee that's customer facing, there's some
• 47:04
  Speaker: great things in here for you.
• 47:05
  Speaker: If you're a manager or an owner, there's some great things in
• 47:09
  Speaker: here for you and how you can teach these to your staff.
• 47:12
  Speaker: Uh, so just really well done.
• 47:15
  Speaker: Thank you, Nate, for being here with us today.
• 47:17
  Speaker: Thank you.
• 47:17
  Speaker: Thank you so much for having me, I appreciate it.
• 47:21
  Speaker: Well, we hope today's
• 47:22
  Speaker: conversation has given you some
• 47:24
  Speaker: practical tools to help you
• 47:26
  Speaker: sharpen your edge and accelerate
• 47:28
  Speaker: your growth.
• 47:29
  Speaker: If you're ready to grow your
• 47:31
  Speaker: team, your business or yourself,
• 47:33
  Speaker: contact us at the Growth Pro
• 47:35
  Speaker: group dot com and set up a free
• 47:37
  Speaker: growth call with one of our
• 47:39
  Speaker: coaches.
• 47:40
  Speaker: Once again, a special thanks to our sponsors in bed Party Center
• 47:44
  Speaker: software in a global Betson SIM, Knox, Schaefer and roller for
• 47:50
  Speaker: all that they do to help us bring you the Growth Pro edge.
• 47:54
  Speaker: And until next time, I'm Denise
• 47:56
  Speaker: Killian with the Growth Pro
• 47:58
  Speaker: Group.
• 47:59
  Speaker: Keep learning, keep growing and
• 48:01
  Speaker: keep striving for the
• 48:03
  Speaker: extraordinary.