This chapter discusses the importance of seeking to understand others before being understood and provides an example of how this approach can resolve a negative customer experience. The hosts share a story of a one-star Yelp review they received and how they reached out to the customer to apologize and offer a private class to make things right. By demonstrating empathy and taking corrective action, they were able to turn the negative review into a positive experience for the customer and build a lasting relationship.
Rener Gracie is a Brazilian jiu-jitsu (BJJ) black belt instructor, coach and entrepreneur.
One of the most recognizable figures in modern Brazilian jiu-jitsu. He is a well-known and popular coach who has helped develop some top UFC competitors and has also trained celebrities.
As co-owner and head instructor at the Gracie University of jiu-jitsu headquartered in Torrance, California Gracie is known for his initiatives training Police officers in jiu-jitsu based self-defense and his advocacy calling for a nationwide police reform.
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