It’s 6:30 on a Friday night. You just sat down for dinner, and your phone buzzes. It’s a massive text from a client whose patio you just finished, and they are "extremely disappointed."
Your heart drops. Your blood pressure spikes. You want to text back immediately and defend your work.
Don't do it.
In this episode, Scott Molchan breaks down the psychology of why customer complaints trigger us so badly, and shares a simple, 4-step process to handle any angry customer. This framework will not only save your sanity, but it will actually turn frustrated clients into your biggest fans.
In this episode you'll learn:
•Why you can never win an argument with a customer (even if you're 100% right)
•The "Pause" rule that will save you from sending texts you'll regret
•Why you should never handle a serious complaint over text or email
•How to educate a customer who has unrealistic expectations without making them feel stupid
•The one question you must ask to resolve a complaint quickly and cheaply
If this episode helped you, please leave a review on Apple Podcasts or Spotify — it helps us reach more landscaping owners just like you.
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