Understanding Others and Resolving Customer Issues

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.