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How To Get Someone On Your Side When You’ve Made A Mistake

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.

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