When a customer complains, most people rush to explain, defend, or panic.
That’s how small issues turn into big frustrations and even churn.
Here’s the framework I teach every customer-facing professional to turn these situations around: L.A.Y.E.R.
- Listen (don’t interrupt)
- Acknowledge (name the pain and the impact)
- Explore (ask what “success” looks like)
- Respond (take ownership, set an update time, and advocate internally)
Next time a customer is in front of you and things have gone wrong: use L.A.Y.E.R. and watch the whole conversation change.
