Dan Martell - Do this when things go bad

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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

Dan Martell - September 20, 2023