How to Turn Angry Customers into Raving Fans

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I’m Leila Hormozi…
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[@mirandathorn]

Wow, this is the best video on customer service I've ever seen.

[@leilahormozi]

thank you!!!!

[@Angel-gj2mv]

@@leilahormozi I agree

[@victoriaqiao9881]

agree🎉

[@JaneDeuberInter]

Damn! I’m 64, built 7 businesses with my husband, exited 3. I am so grateful to have a kick ass woman, creating epic content like this. I am in and spreading the news. So grateful for you and all you do to deliver great conte t. ❤❤❤

[@leilahormozi]

wow thank you so much Jane!!!

[@Rohinho13]

I see a challenge in a dissatisfied customer and put in the extra work, they usually end up being fan in the long way. One of the nicest things to see.

[@HJHoldenJames888]

Within two days of watching this, I’ve had two scenarios where I use this framework and they have wildly blown my mind and how successful they’ve been

[@julekranz8166]

We used this video to train our employees on how to handle upset customers. Thank you for creating this content and framework.

[@teabeat428]

Does the training per video work?

[@mattgreen9518]

Thank you for putting this out - It's not sexy, it's not flashy... but it's timeless. People want to be heard, valued and understood and it's wild to think how many people overlook this.

[@shirleyjsanchez]

I love you soooo much Leila! I will literally have “I’ve never met someone ahead of me telling me to slow down” engraved on my gravestone! 🙏🙏🙏

[@leilahormozi]

love that

[@iwigboutique8893]

Great info but what if the customers complaint is legitimately invalid. Like if it’s due to them not reading a product description or being unaware how a product is supposed to work. I struggle with that because why would I bend over backward to make it right when they are clearly in the wrong? 🤷🏻‍♀️

[@asmrizzy1574]

EXACTLY.

[@teabeat428]

From my experience, it's hard to define something as wrong or right how the customer uses something. For example, I couldn't start a new Audi car because I didn't know how to use a new type of key. It took me 20 minutes to start the car, and it took me a whole car ride to change the radio channel. I didn't use the car the way Audi planned it to. However, most customers won't use your product in the intended way. In general: The first that helped me was to be curious about how they got the problem. You show generous interest in the customer and pay attention to the issue so that the customer doesn't feel lost or dumb. You can use phrases like “We were completely unaware of this problem and didn't plan for your use case. Thanks to you, we learned more about our product! Let me check with my manager/product team if they are aware of it. In the meantime, May I ask you to do the following x-steps so that you get the “result”?”

[@daytripclub]

The edits in Leila's scenarios are absolutely top-notch! Watched this with my team today and we were thoroughly impressed. Shared your video in our chat as well. Thanks for the awesome content!

[@leilahormozi]

Wow, thank you!

[@KristenFish]

6:25 Making them feel heard and validated diffuses the situation. Remembering that their feelings are never wrong goes a long way. We also never know what else is going on. Very insightful 💯

[@kizzle45shizzle]

THIS SHOULD BE TAUGHT IN BUSINESS SCHOOL

[@the_night_sky777]

Cheap customers are a nightmare!

[@Lisalanaola]

My favorite tip was giving three options. Sometimes people don't want the money back. The just want the product to work the way that it's suppose to. 👏🏽👏🏽👏🏽 giving the three options is better than asking what they would like because sometimes they don't know what they would like....they just know they aren't happy. Good tips.

[@AminalBeast]

This is so good! You would make a great host for a reality show where you go into businesses and make them better!

[@carwoman43]

As someone who shares your customer service philosophy, this is incredibly valuable info!

[@jamesyancharas]

This is what i will watch every single time it pops up in my feed I believe you and alex can do the same exact content but from your two different perspectives/experience/vibe/commuication style

[@namecannotbeblank8957]

It’s so funny this came out when this problem came up in our business! Idk if you see this but if you could cover this topic but with customers where you’re not in the wrong! Like those customers that are wrong but think they’re right. We lost a couple customers like this we knew we were in the right but lost the customer. How do you attack situations where you don’t need to fix a situation you messed up but need to still make the customer happy because they’re upset at something unreasonable.

[@gingerkatherina]

It's a joy listening to you 🙌 I love your way of storytelling

[@Michelle7.17]

I would LOVE to send this video to the company that I work for, but I’m 1,000% certain that it would be dismissed. Their constellation would be to install a vending machine to make the problems go away. I was captivated by this video, you are an excellent teacher Leila, and I appreciate that you actually gave us real instruction, not just fluff.

[@moheuddin_sehab]

The revisions in Leila's situations are truly excellent! I viewed this with my team today, and we were incredibly impressed. Thanks for the fantastic content!

[@choi1of1]

This is gold, please more content for the “backend” of business. Your mental models, your solution, why this solution

[@SilviaManentFinancialAdvisor]

Leila is my new favorite mentor

[@jakejakejakejakejakejake]

That was so freaking great! Thanks Leila! 💖 X

[@user-gw8zf1el3d]

Fantastic video on tactical customer service 👏 Thanks Leila.

[@english_albanian_translator]

Master class on service! You're a rock star!

[@adiamondintheroughcleaning8824]

I agree with you 💯. I almost always handle things exactly the way you just explained it. Sometimes, I have to take a step back with a deep breath to keep my emotions in check.

[@Lifewithareli]

Wish I came across this video sooner!!

[@annadrawsnow]

I am also becoming a raving fan. I truly love your sharings! ❤

[@leilahormozi]

Yay! Thank you! 🥹

[@visionboard_xx]

this is too off topic but I want to tell you that you look so elegant in this color and style 🥰🥰💕💕💕 and thank you always for the amazing content ✨ very inspiring 🫶

[@ZoltanSzaszBenedek]

Most of us what we learn on Earth is returning to heart space, that's why the "truth / light sha'll set you free". Vulnerability actually shows courage, I appreciate a vulnerable person who tells the trurh and has desire fix something over the excuse , try manipulate f up any day , any time... energy never lies, that's why the positive feedback after desire come tell what's really going on...

[@mayraperez2310]

Leila, that sounds like a Ritz Carlton experience! Learned so much from there values

[@leilahormozi]

haha - yes i study them A LOT

[@timothywilson3253]

Good stuff. It makes me think about all relationships in general .

[@celli6501]

I 100% agree with this video and it's so true that to see and experience amazing customer service that will make you want to advertise their service for free!

[@olivesandpaper]

Good advice! What if the customer is upset over no fault of your own? Example: you give your client the tools and copy to have a successive ad for their business, but they dont even try to implement it?

[@TraceyArial]

Hi Leila, Love your podcast and am planning to share this episode with my employees specifically because of your customer complaint framework which I think should be spelled "HEAR" (hear, empathize, apologize, resolve). Just wanted to let you know that the outline calls it HERE instead.)

[@richsace]

Absolutely 💯 thanks Leila awesome information 💫✨️

[@Sigh554]

Quality advice 😊😊👍

[@tryphosalove]

I never understood why some companies treat their customers like S***. What’s the point of doing business if no one is willing to pay for your product/services? I agree with you 💯

[@PinkyLadybird]

Yes! So good!

[@markrosin8257]

Thank you. So valuable.

[@AvgJane19]

This is excellent

[@Charlesbabbage2209]

The difference between the two customer service experiences at 9:00 is that in one of them, you were a customer paying good money, for a good product, speaking to someone paid to care, who deals with people worth listening to... and in the other you were taking part in exploitation from top to bottom and dealing with a person who interacts with trash people all day, every day. There is no money in that system for the people doing the work, and because of that, nobody gives a fuck from top to bottom. Every single person outside of corporate is being taken advantage of. If you were willing to pay real money for a food delivery service, you would get real service. Not hating btw, very thankful for your content and wish you further success.

[@renegadepermaculture]

Whoa, I really needed this video! Thanks Leila :)

[@KristenFish]

24:26 Go above and beyond to resolve. They’ll not only be a lifelong fan, but they’ll tell people how you handled it and gain new customers. Win-win for everyone. 🙌

[@Rohanrrbb]

NIce one!! Great advice..

[@Mr_Kenneth]

I fucking adore this lady. She is so on point.

[@thealignedglow]

I love learning from you. Thank you for your content! What would you do if you worked in a hospital where admitting to a mistake that someone on your team made could lead to a lawsuit?

[@raquelrodriguez865]

I’m so proud of you Leila ❤

[@cdenisco87]

“How to Never Lose a Customer Again” by Joey Coleman. P.S. Hair looks awesome 👏🏼

[@KPCmedia10]

I’m so early I just wanted to comment and say thank you Leila for all of the amazing content! Hope to meet you and Alex someday soon! 🥰

[@pnataliahernandez]

Myy, I'm a new fan leila! ♥

[@BF-non]

One of your best videos

[@ubuntuscorpious]

Yes but what do you do when the customer is totally crazy and blaming you for things completely outside your control and has absolutely nothing to do with the service you sold them?

[@Alexthebrokkie]

Go Laila!

[@Carroty_Peg]

Leila, you and Alex have all these Frameworks - where do you keep them? On Index Cards? How do you store and access all this information when you need it?

[@iustynashevchenko9271]

❓❓❓what if the angry client already asking 6times refund of that she payed for the course ? (That we didn’t deliver well, and she is calling it a fraud )

[@teabeat428]

Put yourself in the shoes of the customer: imagine you bought a course that wasn’t delivered well, the promised not hold and the expectations what to expect unclear. Understanding the customer and its reaction (emotion) is in my opinion the first step to find a proper solution. Let’s say you didn’t deliver well but you optimise the product. Be honest with the customer and tell them what they can expect from the next weeks and the updates. Maybe you have a teaser or some sort of extra product that helps you to deliver more value to the customer and to turn the angry customer into a fan. Of course, this doesn’t work always. As you mentioned, the customer asked 6 times for a refund. How did you react so far?

[@iustynashevchenko9271]

@@teabeat428sorry it means 6times of the amount , she only asked once , but straight went to court for 6times of the amount, never asked before for any refund , and this happened after a year after the course

[@chryas]

I’d pay a big premium for the results if it saves time and disregard the service I guess depends on the product.

[@EllieBenadi]

Tell it Leila !

[@meaganfrey235]

Can you share some links to those studies on customer service you spoke about in the beginning. I'd love to share that with my team.

[@haske_]

Hey Leila YT team, please we can improve the thumbnail, this is really great content.

[@shopfast20]

Thanj you

[@Jerry_Luna]

The example towards the end of the video sounds like Clickfunnels tbh

[@Samrezzal04]

secret sauce right here!

[@ratojo4947]

Works too with a girlfriend.

[@shastasilverchairsg]

And family, and other humans too.

[@SB_PERFORMANCE-4eva]

most badass woman i have ever come across

[@isabelbetancourt1095]

Relationships are business and businesses are relationships. I understand it but also, I’m confused

[@anticonfidencegirl]

I commented the same. I thought I was alone here. Regarding a customer who is wrong I think it depends ont the values of your company. I like money but I value justice and aligning with what is right more. I will for sure listen to the customer and learn from the experience to improve but I will also tell why is wrong on their side.Maybe it won’t get me more customers and even negative referrals but I think aligning what is right will pay better in a way or another. Agreeing with a customer at all costs is toxic.

[@isabelbetancourt1095]

Yes! Obviously every case is different and you have to be accountable as a person and as business but set the pattern “complain and we’ll give you better treatment ” and you will be filled with clients that do just that and will bring more of that. I think there are very, very few ones that won’t take advantage of always making them right.

[@sunnc]

Someone please show google ads this video

[@GideonHawk-j8i]

It’s called “F U money” for a reason

[@joshuaday3994]

lol, they might be too far gone at this point 😢

[@kay_liv]

❤❤❤❤❤

[@Ferelmakina]

how to turn angry customers into only fans? sounds promising...

[@jacobec12]

First

[@breadwinner541]

HEAR Hear them out - let the chaotic feminine vent. STFU, nod yes, affirm what they’re saying. Empathize & frame the facts you agree on to acknowledge how awful their experience was Apologize specifically (MUST do the first 2 for this to matter) Resolve issue (propose V1, then let them collaborate with you. Provide options but ask for their opinion & personalize their experience)

[@prettysmartpresius]

Please don't get any more surgery, for the sake of your future. It will look fake. Anyways great video.

[@Motiv8Malik]

Using this to prep for a customer service roleplay interview I'll lyk results after

[@chazhorn547]

Great info! I developed a proactive way to create raving fans to eliminate having to react as often. The Transformation Client Engagement Methodology is pre-emptive and tracks from Prospect to Sale to onboarding to all stages of your clients. It opens up personal constant feedback loops from the client whichs leads to anywhere from 35%+ to 1000%+ increase in lifetime value with your customers Are you oppossed to me sharing the Transformation Client Engagement Methodology with you and Alex? You can take it and make it your own if you find value all I ask is that you share with where you got it from if it's valuable to you. Cool?

[@ultimatelyautumn]

This is so greeeaattt Leilaaaa 🥹 I love your content.!! I can feel your passion and genuineness when you speak!🤍