A short YouTube clip by Chris Collins offering practical advice for handling difficult customers. Collins advises letting customers vent fully ("puke all over the table"), avoiding interruptions or immediate corrections, absorbing the customer's emotional energy, and then responding with empathy (e.g., "I can't believe that happened to you. I am so sorry.") and framing the incident as a learning opportunity.
What you want them to do is puke all over the table. You don't want to interrupt. There's been times I've sat there and you're looking at the clock and you know you're 30 minutes in to listen. It is what it is. You just. Whatever it takes. Yeah, and. Yeah, and by the way, but in one. And my Lexus never did this, but you know, and just. They're going to say all kinds of stuff most of the time. Just let them do it. Now, whatever they say or whatever they end up with, once again, we don't want to be right. We don't want to correct them in the moment. This. All we're trying to do is absorb all of the energy from them. That's it. We're trying to absorb all the energy. And so whatever they end with, wherever it kind of starts to slow down, you want to say something to the effect or you want to impose this feeling on them is, oh, my God, I can't believe that happened to you. I am so sorry. We are going to use this as a learning opportunity.
