Hey alex, u could start putting international subtitles (and hopefully audio tracks as well) on ur videos so we can share with our team that doesn't speak English Please start with portuguese haha There are some AIs that does that Just a tip on how to reach even more people
when you were talking about the "sorry isnt enough" thats how i felt once about doordash when they refunded me for food that wasnt delivered, but i had waited so many hours without food, so a refund didnt mean much. What ur explaining in these videos are so true. Thank you Alex!
The Service recovery paradox states that a customer becomes an even more loyal customer if they have a problem with the business and it genuinely happy and satisfied with the solution. They become more loyal than if they never had a problem in the first place.
This was a slap on face. The points hold true not just in case of business, but in real life too. This was a Giant problem in life. I was going through a major problem for 2 years. Whenever I committed any mistake to the opposite person and I said sorry. He/she didn’t Calm down after that. But, instead of doing above and beyond, I thought back of the mind what the heck?? Why isn’t he/she think anything about my sorry. This is also applicable for my job, where I did a mistake and the boss would scream at me. I just said sorry and thought it was over (although i fixed it) But even after all of these something was missing; something wasn’t right. I didn’t feel good after all of those. So, the key takeaway from the video was my missing element - “Going Above and beyond” to fix my mistakes and not repeating it. Ever. Thank you Alex for putting all this valueable stuff. I generally don’t put any comment on any video even if something is valuable. But this video hits hard. I felt every words and sentences was for me. thank you for the good jobs you continue to help - Entrepreneurs - grow
I once tried the angry boat strategy. It didn't worked the way I wanted. Because what I wanted was that the costumer immediately say "well, this is actually not that important". So I made up this angry acting and finally when he said "well, are you going to give me a refund?" I should have said "yes, of course". But remember that I thought my objective was to end clean and he saying "is not that bad". That day I learned a lesson, refound/apologies are not enough. Today I confirm that lesson. Be sure when you mess up what is the thing you want, and I promise, after 2 years of having a 1 Star review I still think "if only I would have given them what they wanted"
Alex I'm sure you realize this but these lessons are not just life changing for business, but they apply to almost anything in life. I play a completely different game than you, yet the lessons transfer almost every single time. God bless brother
Not kidding , I was taking care of some customers online just now and was completely changing how I approached them and it was awesome, dude this is priceless
Alex Hormozi, you are the business God! This is one of my all time favourite gems and we’ve integrated this concept into a core strategy our entire organisation uses. In the past month we’ve already managed to save 50% of customers cancelling due to this framework. The other 50% are still leaving feeling better about our brand. It’s a 100% win overall. Brilliant and thank you.
I literally told a customer that I was so pissed that he not got treated the right way and told him what I was going to do from him and it really stunt me that he was very happy and actually calm me down 😅😂
I've been watching and learning from you for a few years now. It's really great to see the longform, straight talking content is back as I felt that format was always the best. Some great points here and I love that the ethos of "do more" follows through to "fixing mistakes" too 💪
di bisnis , kita harus ngelakuin semuanya bener, gaboleh ada kesalahkan. kenapa? karena buat nutupi 1 masalah, kita butuh buaanyak banget "refund". gabisa cuma minta maaf, harus ada hukuman buat yg ngelakuin kesalahan. nah kita kan ga mungkin selalu bener, pasti ada salahnya. waktu kita salah, apa aja yg bisa kita lakukan? validasi kemarahan meraka lebih dari diri mereka sendiri. dari situ, mereka sendiri yg bakal bilang "uda2 gapapa". kenapa harus mereka yg bilang "uda2 gapapa"? karena cuma mereka yg bisa bikin diri mereka sendiri mereda. jadi intinya, kalo ada pelanggan kecewa, kita harus lebih kecewa, kita harus lebih marah dari pada dia, validasi perasaannya, minta maaf, refund. itu yg bisa bikin mereka puas, bikin orang yg awalnya gasuka karna kecewa malah jadi jatuh cinta.
This was a video of something I started to do a couple years back when dealing with disappointing a customer and seeing Alex make a whole video about it was the validation I needed today Being angrier than the customer about disappointing them shows passion and humanizes yourself and really shows that you care, but makes them realize you are as human as they are and mistakes / bad performance happens. Fantastic video
This really hit home for me! Especially the part where if you mess up and pay in spades it make you pay more attention to what we are doing. Thank you!
Hey Alex, love that you're talking about business through this format. Please don't stop making these types of videos, short form and flashy content is cool but not as helpful as this for business owners.
I truely appreciate your content and approach to business. I hope more business owners take this approach and try to both do their best and bring the best out of their teams to realize and fix customer service or satisfaction issues. I have always felt this was one of the biggest miss-steps of most businesses.
Love this Alex. Nice segue from your usual stuff. I am totally onboard with these gems of advice if you are up to keep making them. They provide a different value, and it is a value that is very hard to get from any other source, so...
I applied the refunding thing and also that is not enough then I went extra step and offered free service for my unsatisfied customer while watching this video THANKS ALEX!!
Just my regular comment to get you to keep making more! Also, I think I first heard this principle in how to win friends and influence people. It works well!
Love you Alex, for all of you reading this, Alex is pretty much giving you a summary of Dale Carnegie's 'How to win friends and influence people' It is a brilliant read and gives a few more examples of what Alex is talking about! All the best to you all!
Just made a business mistake. Noticed this video just got posted! (what a timing!) Watched the video carefully. Fixed the mistake! Client is happy and will be sending more business! Thank you Alex!!!
Sales question: My biggest problem right now is figuring out how and when to qualify someone based on price. We lose 95% of our leads when we get to price so it makes me think we should qualify them early on price so our closers don't spend spend so much time with leads who won't close. But, I hate the idea of qualifying on price early because we haven't had time to build any trust or talk about their problems and our solutions and walk them through the sales cycle. It's a broad question and there's not enough context...happy to provide more context if this is a question you want to try and tackle.
I'm not a business owner (yet, hopefully), but if you really and truly sell them on the value of your product/service through the qualification stage and (this is important) they are very much sold on the solution, then if you're priced appropriately, you shouldn't be losing 95% of customers. This is me saying this without context, but I think your price is just too expensive. If you don't want to lower your price, I'd say you try and add bonuses and extra value to what you provide these clients.
Epic info Alex. I am in the process of building my email list (finally) and creating workflows in the CRM. When it comes to clients I will be implementing all of this with troublesome clients. At the end of the day fixing the problem will be much more valuable to have a client say he fucked up but did everything he could to fix it.
Thank you so much for this video, Alex. I made it a required watch for the team. BTW, you have a small typo in the description. Not that it makes your videos any less valuable, but because you copy-paste this from one video to the next, you may want to change "Vanderbitl" to "Vanderbilt" :)
Thank you!! Our society (and business owners) have lost the art of taking responsibility and "making things right". Jesus laid this out perfectly for us. If someone asks for your coat, give them your shoes too. If someone asks for you to walk a mile walk 2. And when we mess up, we have to give back more than the original purchased value. This might be one of your best videos, Alex!
good advice but the problem is people dont like advice where they are encouraged to go into the negative to people please. Business owners want to make more money and not giveaway money. But I do understand it can be strategic to people please. interesting thought provoking video thank you!
What if you haven’t actually made a mistake, but the client accuses you of making a mistake? I think you’d suggest that it’s important to communicate deliverables, fulfillment, etc. thoroughly so that the client fully understands what they’ll be receiving, but even after that, what if they still accuse you of not delivering? - Thanks for all your content Alex, you’re an invaluable resource and have accelerated my learning exponentially!
OMG!!!! I did not thing he owned a long sleeve shirt 😂😂 to be honest I would not wear a shirt if I looked like him 😂😂😂 Great stuff Alex mate love your work 👌👌👌
The gym company maybe just started out and even if they want to give you the "ritz" experience, they couldn't because they are strict with cash flow, while the ritz actually swim in money so for them it's easier to compensate and even give extra so you feel rewarded. Just my point of view, but totally agree with you.
The poor owner doesn't know anything about it, its the receptionist or the customer care team not wanting to do their job. But like Alex said - your fault not training your workers right.
brilliant. only question is what do you do if you're selling a coaching program where the customer is responsible for implementing the materials but hasn't done anything, and then requests a refund "because it didn't work". i.e. when the onus is on them, how do you pretend it's your fault they haven't done anything with the program and take responsibility?
hes right tho about not accepting a damaged delivery - need to file an insurance claim right away that is part of delivery company's standard insurance not to take away from the incredible customer service comparison
This is so American! How do you know that the delivery is damaged? You open the box and check. Do you open the box in the middle of the road and assemble the gym equipment? I doubt it ;)
@@sbIvanov if its bending metal then the outside box is obviously damaged - its drivers responsibility too - that's why they have insurance - depending FA or FOB per the shipping agreement determines who is responsible - but again that's why shipments basically all are insured
also if you are taking delivery of anything on a regular basis from an 18 wheeler, you need to inspect it and either accept or reject and make a claim right on the spot and then accept
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Hey alex, u could start putting international subtitles (and hopefully audio tracks as well) on ur videos so we can share with our team that doesn't speak English
Please start with portuguese haha
There are some AIs that does that
Just a tip on how to reach even more people
Really good stuff, thanks Alex
Fantastic advice!!!!
Dude is an American version of yash(an Indian actor)😮
Except Alex is Iranian, the real literal aryan race
Hey Alex, please don't stop making business videos. I've not skipped a single one.
but plz stop making this fake podcast style videos.. we all know you are alone at the table.. or are people that dumb?
@@nonefvnfvnjnjnjevjenjvonej3384 who hurt you ?
when you were talking about the "sorry isnt enough" thats how i felt once about doordash when they refunded me for food that wasnt delivered, but i had waited so many hours without food, so a refund didnt mean much. What ur explaining in these videos are so true. Thank you Alex!
or worse, it's now after midnight and everything else is closed! happened to me many times ha
The Service recovery paradox states that a customer becomes an even more loyal customer if they have a problem with the business and it genuinely happy and satisfied with the solution. They become more loyal than if they never had a problem in the first place.
Loving the move to all business content. Always dropping 🔥🔥🔥🔥🔥
Me: “Alex has covered it all.”
Alex: “Here - hold my flannel.”
😂
for real this guys brain is a content gold mine
😂😂😂 - fair sized flannel it is, too!
@@Intelli-gent01 🤣
It is interesting when a person gets so big that normal clothes are unlikely to fit you. - But then you have flannels.
@@coptimal 😂
I really appreciate those kinds of managers! They enhance the business's reputation significantly.
This was a slap on face. The points hold true not just in case of business, but in real life too. This was a Giant problem in life. I was going through a major problem for 2 years. Whenever I committed any mistake to the opposite person and I said sorry. He/she didn’t Calm down after that. But, instead of doing above and beyond, I thought back of the mind what the heck?? Why isn’t he/she think anything about my sorry.
This is also applicable for my job, where I did a mistake and the boss would scream at me. I just said sorry and thought it was over (although i fixed it)
But even after all of these something was missing; something wasn’t right. I didn’t feel good after all of those.
So, the key takeaway from the video was my missing element - “Going Above and beyond” to fix my mistakes and not repeating it. Ever.
Thank you Alex for putting all this valueable stuff.
I generally don’t put any comment on any video even if something is valuable.
But this video hits hard. I felt every words and sentences was for me.
thank you for the good jobs you continue to help - Entrepreneurs - grow
I once tried the angry boat strategy. It didn't worked the way I wanted. Because what I wanted was that the costumer immediately say "well, this is actually not that important".
So I made up this angry acting and finally when he said "well, are you going to give me a refund?"
I should have said "yes, of course". But remember that I thought my objective was to end clean and he saying "is not that bad".
That day I learned a lesson, refound/apologies are not enough. Today I confirm that lesson.
Be sure when you mess up what is the thing you want, and I promise, after 2 years of having a 1 Star review I still think "if only I would have given them what they wanted"
I just did a massive fuck up with a new client. This video is the most comforting and reassuring video I need right now.
Thank you Alex
Alex I'm sure you realize this but these lessons are not just life changing for business, but they apply to almost anything in life. I play a completely different game than you, yet the lessons transfer almost every single time. God bless brother
Agreed man.
Not kidding , I was taking care of some customers online just now and was completely changing how I approached them and it was awesome, dude this is priceless
"In business you always want it to be your fault, because if its your fault its in your control, which means you have the power to fix it."
Great quote! Great mindset!
LOVING SO MUCH the change to only business stuff and the more frequent posting Brother KEEP IT UP!! 🙌🏻🙌🏻🙌🏻
I love how he said “I’ll see you in 5 seconds”.. knowing most people skip the ads 😂
Alex Hormozi, you are the business God! This is one of my all time favourite gems and we’ve integrated this concept into a core strategy our entire organisation uses. In the past month we’ve already managed to save 50% of customers cancelling due to this framework. The other 50% are still leaving feeling better about our brand. It’s a 100% win overall. Brilliant and thank you.
I literally told a customer that I was so pissed that he not got treated the right way and told him what I was going to do from him and it really stunt me that he was very happy and actually calm me down 😅😂
The clarity and quality of this actual video is really awesome.
The content is really awesome too.
I've been watching and learning from you for a few years now. It's really great to see the longform, straight talking content is back as I felt that format was always the best. Some great points here and I love that the ethos of "do more" follows through to "fixing mistakes" too 💪
di bisnis , kita harus ngelakuin semuanya bener, gaboleh ada kesalahkan. kenapa? karena buat nutupi 1 masalah, kita butuh buaanyak banget "refund". gabisa cuma minta maaf, harus ada hukuman buat yg ngelakuin kesalahan. nah kita kan ga mungkin selalu bener, pasti ada salahnya. waktu kita salah, apa aja yg bisa kita lakukan? validasi kemarahan meraka lebih dari diri mereka sendiri. dari situ, mereka sendiri yg bakal bilang "uda2 gapapa". kenapa harus mereka yg bilang "uda2 gapapa"? karena cuma mereka yg bisa bikin diri mereka sendiri mereda. jadi intinya, kalo ada pelanggan kecewa, kita harus lebih kecewa, kita harus lebih marah dari pada dia, validasi perasaannya, minta maaf, refund. itu yg bisa bikin mereka puas, bikin orang yg awalnya gasuka karna kecewa malah jadi jatuh cinta.
This was a video of something I started to do a couple years back when dealing with disappointing a customer and seeing Alex make a whole video about it was the validation I needed today
Being angrier than the customer about disappointing them shows passion and humanizes yourself and really shows that you care, but makes them realize you are as human as they are and mistakes / bad performance happens.
Fantastic video
Alex you're the goat keep up the frequent uploads
This was the best content you provided to date. Fantastic. I'm definitely sharing this to my people.
As someone who has been in two vastly different industries over the past 40 years, I love this SO much!
This really hit home for me! Especially the part where if you mess up and pay in spades it make you pay more attention to what we are doing. Thank you!
Hey Alex, love that you're talking about business through this format. Please don't stop making these types of videos, short form and flashy content is cool but not as helpful as this for business owners.
I truely appreciate your content and approach to business. I hope more business owners take this approach and try to both do their best and bring the best out of their teams to realize and fix customer service or satisfaction issues. I have always felt this was one of the biggest miss-steps of most businesses.
‘Everybody messes up. It’s a part of business’. Going through this right now with one of my businesses. But no one seams to talk about it. 😮💨
I love that we get so many more videos these days. Such insane value
The best advice I've heard with fixing mistakes in business!! Thank you Alex for always giving us the real talk--it's helped so much.
Anytime I see these new videos with just Alex and a microphone, I know it’s going to be 🔥🔥🔥!
This new type of content is so fire🔥
Thanks for the video Alex there is so much I can take from this to go and Improve my business.
Love this Alex. Nice segue from your usual stuff. I am totally onboard with these gems of advice if you are up to keep making them. They provide a different value, and it is a value that is very hard to get from any other source, so...
I applied the refunding thing and also that is not enough then I went extra step and offered free service for my unsatisfied customer while watching this video THANKS ALEX!!
Love this content! Thank you Alex! Best business coach ❤
Just my regular comment to get you to keep making more!
Also, I think I first heard this principle in how to win friends and influence people. It works well!
“It takes 37 magic moments to take care of a tragic moment.”
Love the business videos so much, I‘m taking notes now even 🙏🏼
Love you Alex,
for all of you reading this, Alex is pretty much giving you a summary of Dale Carnegie's 'How to win friends and influence people'
It is a brilliant read and gives a few more examples of what Alex is talking about!
All the best to you all!
Just made a business mistake.
Noticed this video just got posted! (what a timing!)
Watched the video carefully.
Fixed the mistake!
Client is happy and will be sending more business!
Thank you Alex!!!
Keep up the great work Alex! Thank you so much for all that you share. It's been a huge help
This is going to change people’s lives. Got to incorporate this.
Actually gaining more knowledge and studying stuffs about business makes me feel afraid and Thank you Alex
Great knowledge and plan, as always.
Thanks Alex🏆💪🏽
Great job on the business content! You are adding incredible value to businesses around the globe!
isnt the new content shared enough?!?
thank you for this one! ... great conent!!! "new" format is much better to digest!
thanks alex and team!
Sales question: My biggest problem right now is figuring out how and when to qualify someone based on price. We lose 95% of our leads when we get to price so it makes me think we should qualify them early on price so our closers don't spend spend so much time with leads who won't close. But, I hate the idea of qualifying on price early because we haven't had time to build any trust or talk about their problems and our solutions and walk them through the sales cycle. It's a broad question and there's not enough context...happy to provide more context if this is a question you want to try and tackle.
I'm not a business owner (yet, hopefully), but if you really and truly sell them on the value of your product/service through the qualification stage and (this is important) they are very much sold on the solution, then if you're priced appropriately, you shouldn't be losing 95% of customers. This is me saying this without context, but I think your price is just too expensive. If you don't want to lower your price, I'd say you try and add bonuses and extra value to what you provide these clients.
Are you price anchoring?
Reposting this. You read my mind this morning Alex!
just what i needed, thank you!
Javier at the Ritz knew who he was messin' with. Hormozi is no small fry.
Unreasonable hospitality💯
Epic info Alex. I am in the process of building my email list (finally) and creating workflows in the CRM. When it comes to clients I will be implementing all of this with troublesome clients. At the end of the day fixing the problem will be much more valuable to have a client say he fucked up but did everything he could to fix it.
Loving how many videos you're releasing, hard to keep up.
I love it! Keep going man!
alex keep the business content going I FUCKING LOVE IT
It’s crazy when Alex posts and I think “oh man this one is only 25 minutes” 😂
It’s very insightful. I can’t believe it has so little views😮
How the fuck this man provides so much value in every video?
Frequent and straightforward content has been fire 🔥
Yoooo the timing for in-video ad, and RUclips ad was exact 😱 🔥🔥🔥
Absolutely well said❤
This is my favorite content from you, keep it up!
Thanks so much I loved it, shared.
15:31 Thats the Dupont approach.
😂
Such a good video - keep em comin!
"They need to feel felt" the chuckle after that just killed me 🤣
Such a good reminder. Thanks for the continuous GOLD!
This is absolutely excellent! Thanks Alex
Freaking amazing content, brother! I'm sharing this with my team.
The content during this past month 👌👌👌👌
Thank you for sharing. When trust is broken with an interaction, the cost of recovery is so high that in some cases, it may not be worth it at all….
Timed ads at 8:21 i liked that
very helpful. implied this just yesterday
Great content as always, what a G.
Alex dropping some Jocko Willink style knowledge today...
Thank you so much for this video, Alex. I made it a required watch for the team.
BTW, you have a small typo in the description. Not that it makes your videos any less valuable, but because you copy-paste this from one video to the next, you may want to change "Vanderbitl" to "Vanderbilt" :)
Thank you!! Our society (and business owners) have lost the art of taking responsibility and "making things right". Jesus laid this out perfectly for us. If someone asks for your coat, give them your shoes too. If someone asks for you to walk a mile walk 2. And when we mess up, we have to give back more than the original purchased value. This might be one of your best videos, Alex!
Thank you Alex this is really good.
This is pure gold.
Thank you Alex 🎉
SO valuable!! Thank you ❤❤❤
IT’S $100M MISTAKES ISN’T IT?!?!
Thank you Boss ! 🙏🏻
GREAT video 👏🏼👏🏼🙌🏼
good advice but the problem is people dont like advice where they are encouraged to go into the negative to people please. Business owners want to make more money and not giveaway money. But I do understand it can be strategic to people please. interesting thought provoking video thank you!
Thanks, Sir Alex.
I was thinking this only happens in Nigeria
Thank you for sharing
What if you haven’t actually made a mistake, but the client accuses you of making a mistake?
I think you’d suggest that it’s important to communicate deliverables, fulfillment, etc. thoroughly so that the client fully understands what they’ll be receiving, but even after that, what if they still accuse you of not delivering?
-
Thanks for all your content Alex, you’re an invaluable resource and have accelerated my learning exponentially!
OMG!!!! I did not thing he owned a long sleeve shirt 😂😂 to be honest I would not wear a shirt if I looked like him 😂😂😂
Great stuff Alex mate love your work 👌👌👌
Knowing that mistakes are part of your journey puts you in a position to learn rather than trying to AVOID mistakes
Change your MINDSET
Iterate
The gym company maybe just started out and even if they want to give you the "ritz" experience, they couldn't because they are strict with cash flow, while the ritz actually swim in money so for them it's easier to compensate and even give extra so you feel rewarded. Just my point of view, but totally agree with you.
The poor owner doesn't know anything about it, its the receptionist or the customer care team not wanting to do their job. But like Alex said - your fault not training your workers right.
We need a tutorial of how to never run out of content ideas, because you kust keep delivering
The Ritz in Orlando needs to renovate their rooms...
brilliant. only question is what do you do if you're selling a coaching program where the customer is responsible for implementing the materials but hasn't done anything, and then requests a refund "because it didn't work". i.e. when the onus is on them, how do you pretend it's your fault they haven't done anything with the program and take responsibility?
7:23 Alex got dressed up. He rolled his flannel sleeves down.
Thank you so much
Mistakes are how we learn, wisdom is not doing it twice.
Intense. Great stuff.
hes right tho about not accepting a damaged delivery - need to file an insurance claim right away that is part of delivery company's standard insurance
not to take away from the incredible customer service comparison
This is so American!
How do you know that the delivery is damaged? You open the box and check.
Do you open the box in the middle of the road and assemble the gym equipment? I doubt it ;)
@@sbIvanov if its bending metal then the outside box is obviously damaged - its drivers responsibility too - that's why they have insurance - depending FA or FOB per the shipping agreement determines who is responsible - but again that's why shipments basically all are insured
also if you are taking delivery of anything on a regular basis from an 18 wheeler, you need to inspect it and either accept or reject and make a claim right on the spot and then accept