In this Honor Roll episode, host Mike Michalowicz opens with a brief intro, a sponsor shout‑out, and a light‑hearted exchange with his camera operator Grant. He then focuses on what he calls the most common lie customers tell businesses: saying “I love your product” or “I love your service.” Michalowicz argues that such statements are often social niceties rather than genuine endorsement. The real indicator of customer appreciation, he says, is observable payment behavior—repeat purchases and consistent payments. He advises entrepreneurs to ignore verbal praise and instead watch the wallet, using repeat buying as the true metric of love and loyalty.
Welcome to Honor Roll, and now here's your host, Mike Michalowicz.
Welcome back to Honor Roll. I am Mike Michalowicz, and I appreciate you being here. Now, I didn't do that little stuff for you. I did it to screw with Grant, our camera guy, because this stuff is a pain in the ass to edit. I'm being a total jerk. I apologize. Today we're going to talk about the most common lies that customers are telling you. And you gotta catch on to these lies or you're in deep trouble. But first, I wanna thank my swagster, Empowering Transformation for Women. And this is by Sue Urd and Kathy Filer. And I think you can find it on Amazon, but I have my own copy, so I didn't even check what's out there yet. Pick it up. All right, so now let's talk about the lie that customers are telling you. This is the exact words they say: I love your product. I love your service. If someone says they love your product or service, they are likely saying it because they don't want to hurt your feelings. It's like the person that has the big boogie hanging out. You don't say anything, but they disgust you, but you still don't say anything. It's called social graces. If a vendor of yours or a customer of yours says, "How do you like me?" you're likely to say, "I love you," until they leave the room and say, "But you suck." So, when someone says they love your product or love your service, recognize it may be a lie. The truth is told through their payment actions. As they pay you repeatedly and come back over and over, that's the sign of appreciation and that they love you. So do not listen to people saying, "I like or love your product. I like or love your service." Instead, listen to their wallets.
Hey, uh, you want anything to eat? Yeah, do you mind grabbing me a hot dog from that joint? Oh yeah, well, alright, it's like 20 minutes away. Perfect. Okay. Alright, I'm on. Hot dogs it is. Awesome. Anything to get that asshole out of the room. I'm not even hungry.
