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Snapshot #9: Stop Losing Clients Over Fixable Problems
Manage episode 497508917 series 3653871
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You’re not losing clients because your offer sucks. You’re losing them because they don’t feel heard.
In this snapshot episode, Mark breaks down a dead-simple system for dealing with complaints without killing hours, discounting your value, or losing your cool. It’s a simple but game-changing way to handle customer complaints that actually builds loyalty instead of burning bridges.
If you’re still reacting to problems instead of resolving them, this one’s a wake-up call.
In this episode:
- The biggest complaint isn’t about the problem. It’s about not being heard.
- The L.A.S.T. method (Listen, Ask, Solve, Thank) is a simple framework to turn unhappy clients into loyal advocates.
- Why jumping straight to “solutions” backfires (even if your intentions are good).
- How to use complaints as real-time training gold for your team, not just damage control.
The fastest way to lose a client is to ignore their voice. The smartest way to keep them? Make damn sure they know you’re listening.
Listen to the full episode here
Apple - https://podcasts.apple.com/us/podcast/resolving-complaints-in-4-steps/id1683205897?i=1000645045601
Spotify - https://open.spotify.com/episode/3foize5CmuKmiSQg3mrMkJ
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