“If you try to calm somebody down who's angry, they get more angry." Today, Leila (@LeilaHormozi) offers insightful strategies on transforming angry customers into loyal advocates, emphasizing the supremacy of customer service over price and product. She introduces effective complaint handling frameworks like the H.E.R.E method, and shares experiences from real-life scenarios such as MVP software launch and service failure resolutions, illustrating how these strategies can enhance business practices, reduce churn, and increase customer lifetime value.
Welcome to Build where we talk about the lessons I have learned in scaling big businesses, gaining millions in sales, and helping our portfolio companies do the same. Buckle up, because we’re creating an unshakeable business.
Timestamps:
(1:31) - The power of customer service
(6:16) - Handling upset customers
(12:20) - The H.E.R.E framework
(15:53) - Jumping into the angry boat with customers
(23:46) - Turning negatives into promoters
(26:38) - Overcompensating for mistakes
(31:36) - Learning from customer complaints
(36:19) - When you ignore feedback
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