The "Magic Trick" for Upset Customers
29 Jan 2026 · 1 min
1:02
When a customer is upset or wrong, treat them as if they're right. Listen humbly, make them feel heard, then trace the mistake back to its source to fix what caused it.
When a customer is upset or wrong, treat them as if they're right. Listen humbly, make them feel heard, then trace the mistake back to its source to fix what caused it.
Yeah. And so if it's an end somewhere, we have to be right, then that means they have to be wrong. And people don't like to be wrong. And so the magic trick in that is to make the customer right, even if they are wrong. Yeah. I mean, that's the magic trick is to. Is to change your approach and the. The intended outcome and just letting you know, just listening and understanding and trying to help them through it in the most humble, empathetic way that you can. And then learning from it and then, then doing something that, you know, most people don't do is trace the mistake back to birth. Like, where did this. Where did this go? Side. Where did we lose control? Where did we lose perception? And. And then try to figure out how to fix that going forward. But not being right with the customer.
