What can a hostage negotiator teach us about customer relationships? That the best way to disarm someone is to directly confront their grievances. This week we discuss how to handle a situation where you've made a mistake. We talk about what's known as empathy statements and why Sergei's old boss spent 48 hours calling each of his customers after a major server outage.<hr><p style='color:grey; font-size:0.75em;'> Hosted on Acast. See <a style='color:grey;' target='_blank' rel='noopener noreferrer' href='https://acast.com/privacy'>acast.com/privacy</a> for more information.</p>

How To Ask For Help (Rebroadcast)

The Mentors follows twin brothers Vadim and Sergei Revzin as they seek to uncover how successful people build their businesses and careers from day one. Twice weekly, the brothers bring inspiring stories from entrepreneurs, artists, business leaders, and entertainers they meet in NYC, to tell never before heard stories of how people get started, even when they have nothing.https://thementors.coMusic by: www.purple-planet.com Hosted on Acast. See acast.com/privacy for more information.