Andy Purcell

Okay, so he's running this dive, and then they're running this toss, and then they're running this play action, and then they're running this, and then they run the play they're trying to score on. So it's chess, right? And business is no different. You're going to make these little moves that are going to set up the big move that you're trying to make.

And that's what makes a great fucking visionary operator. I love it, man.

And that's what makes a great fucking visionary operator. I love it, man.

And that's what makes a great fucking visionary operator. I love it, man.

Second of all, when you salvage them, especially when someone is disgruntled with your services and then you exceed what they initially expected from you, they will actually become a massive advocate for your brand. So what I mean by that is this. You pissed them off. Now you've got to make it right. Your first attempt to make it right didn't work, right?

Second of all, when you salvage them, especially when someone is disgruntled with your services and then you exceed what they initially expected from you, they will actually become a massive advocate for your brand. So what I mean by that is this. You pissed them off. Now you've got to make it right. Your first attempt to make it right didn't work, right?

Second of all, when you salvage them, especially when someone is disgruntled with your services and then you exceed what they initially expected from you, they will actually become a massive advocate for your brand. So what I mean by that is this. You pissed them off. Now you've got to make it right. Your first attempt to make it right didn't work, right?

But if you get the opportunity to do it and you do it in an – you exceed their expectations of what they originally had and went so over the top. Now that person becomes an advocate of you. Now they're telling all their other business buddies, dude, listen, work with this guy, work with that guy, work with this guy. And so when you, when you piss someone off,

But if you get the opportunity to do it and you do it in an – you exceed their expectations of what they originally had and went so over the top. Now that person becomes an advocate of you. Now they're telling all their other business buddies, dude, listen, work with this guy, work with that guy, work with this guy. And so when you, when you piss someone off,

But if you get the opportunity to do it and you do it in an – you exceed their expectations of what they originally had and went so over the top. Now that person becomes an advocate of you. Now they're telling all their other business buddies, dude, listen, work with this guy, work with that guy, work with this guy. And so when you, when you piss someone off,

the ability to make it right is almost worth pissing them off because of how good of an advocate they become when you exceed uh the expectations of what the job was in the beginning and take an extra step to make it right so what i would do is i would instead of writing a letter i would show up there and i would figure out who the decision maker is and i would say hey Here's the deal.

the ability to make it right is almost worth pissing them off because of how good of an advocate they become when you exceed uh the expectations of what the job was in the beginning and take an extra step to make it right so what i would do is i would instead of writing a letter i would show up there and i would figure out who the decision maker is and i would say hey Here's the deal.

the ability to make it right is almost worth pissing them off because of how good of an advocate they become when you exceed uh the expectations of what the job was in the beginning and take an extra step to make it right so what i would do is i would instead of writing a letter i would show up there and i would figure out who the decision maker is and i would say hey Here's the deal.

I know I fucked this up. Let me fucking do it for free. Let me do it for free. Let me do everything for free and let me show you how I can do it. And then when you go in and do it, you do it like... If you clean the carpets, bro, you also clean their windows and then you go out and wash all their cars. Okay. I'm talking about like over the top so that they're like, holy shit. Okay.

I know I fucked this up. Let me fucking do it for free. Let me do it for free. Let me do everything for free and let me show you how I can do it. And then when you go in and do it, you do it like... If you clean the carpets, bro, you also clean their windows and then you go out and wash all their cars. Okay. I'm talking about like over the top so that they're like, holy shit. Okay.

I know I fucked this up. Let me fucking do it for free. Let me do it for free. Let me do everything for free and let me show you how I can do it. And then when you go in and do it, you do it like... If you clean the carpets, bro, you also clean their windows and then you go out and wash all their cars. Okay. I'm talking about like over the top so that they're like, holy shit. Okay.

So that's what I would do. And I would be relentless in my pursuit to have the opportunity to do that. Knowing that the story that it's going to create is going to be beneficial to business. I would not give up on getting that customer back. I would not give up on doing whatever I had to do to make sure that I was right.

So that's what I would do. And I would be relentless in my pursuit to have the opportunity to do that. Knowing that the story that it's going to create is going to be beneficial to business. I would not give up on getting that customer back. I would not give up on doing whatever I had to do to make sure that I was right.

So that's what I would do. And I would be relentless in my pursuit to have the opportunity to do that. Knowing that the story that it's going to create is going to be beneficial to business. I would not give up on getting that customer back. I would not give up on doing whatever I had to do to make sure that I was right.

And I would not give up on creating an amazing experience where they had to tell people how awesome of a job that you did.