Dan Martell - September 20, 2023


Do this when things go bad


Episode Stats


Length

46 seconds

Words per minute

222.03098

Word count

172

Sentence count

8


Summary

Summaries generated with gmurro/bart-large-finetuned-filtered-spotify-podcast-summ .

When things go bad, it's our opportunity to prove how good we actually are. Too often, people have issues with customers and they get defensive, they start pointing fingers, and they try to make excuses for what went wrong. In this episode, I talk about how we have the ability to react in a way that is counter to what the customer thought, and how we set the tone for the company.

Transcript

Transcript generated with Whisper (turbo).
00:00:00.000 Too often, people have issues with customers
00:00:02.460 and they get defensive, they start pointing fingers.
00:00:05.360 I had a client the other day, they lost a big customer.
00:00:07.640 One of their team members messed up,
00:00:09.220 got to the wrong person,
00:00:10.500 and all of a sudden, they lose this multi-million dollar contract.
00:00:13.300 And I'm like, did you talk to the customer?
00:00:14.640 And they're like, not really.
00:00:15.500 I'm not involved at that level.
00:00:16.680 And I said, well, here's the deal.
00:00:17.700 When things go bad, it's our opportunity
00:00:20.040 to prove how good we actually say we are.
00:00:22.480 Those are the moments where we get the chance
00:00:24.660 to react in a way that is so counter
00:00:27.460 to what the person thought,
00:00:28.880 but we're really setting up the culture and that's the roi the roi is that customer telling
00:00:34.480 their friends or that team telling the new people this happened and here's how we reacted and that's
00:00:40.960 the kind of company we are and the roi of that is way more than the individual solution or problem