20
I used to think ignoring angry customers was the move. One phone call flipped it.
Had a guy screaming about a broken mirror during a move. I used to just let them vent and hang up. But this time I listened for 10 minutes straight, apologized sincerely, and offered a discount. He ended up writing a 5 star review and referred two friends. Has anyone else tried actually leaning into complaints instead of tuning them out?
2 comments
Log in to join the discussion
Log In2 Comments
reesemiller20d ago
Takes some guts to sit there and take it. My buddy did the same thing at his landscaping biz, spent twenty minutes on the phone with a guy who was pissed about a dead bush. Ended up giving him a full refund plus a free tree. That dude's been a regular for three years now.
4
knight.mason20d ago
Whoa, that's a really good point about giving something tangible like a discount or freebie. But here's the thing nobody talks about - sometimes the apology itself is the only "fix" that actually matters (especially if the problem isn't something money can undo). I've had people calm down completely just from me saying "you're right, that sucks" and meaning it, no refund needed.
3