The dry tuna steak - how publicity can be a chance.
Beitragsbeschreibung
2/16/20262 min read
Last week in the blog we talked about the "Empty Chair" and why hiding during a PR crisis is a fatal mistake. Today, let's look at the micro-level. Let's talk about what happens when a client is just... unhappy. Most coaches dread complaints. They see them as a threat. But a complaint isn't a threat; it is a chance to wow the client.
The Tuna Steak Trap
A couple of years ago, my now ex-wife and I went to a semi-fancy restaurant. She ordered a tuna steak and explicitly asked for it to be not raw inside. When it arrived, it was fully cooked. And naturally, it was dry.
When the waiter came by to ask how everything was, she mentioned it was too dry. Now, here is the trap: The waiter had the perfect excuse. He could have been defensive. He could have said, "Well, you asked for it well-done, so of course it's dry." He would have been technically right. But he would have lost the customer. Instead, he apologized profusely. He didn't argue. He took the plate away, let her choose a completely different entrée, and then got her a free dessert on top.
We got way more than we expected. In an age where a minor inconvenience usually results in a 1-star Google Review, we left feeling completely taken care of and highly loyal to that restaurant. (And I left a 5-star review.)
Drop the Ego
The Trend in the coaching industry is to protect your ego. "The client didn't follow the plan," or "The client is being unreasonable." The Truth is that your ego doesn't pay your bills. Retention does. Here are three examples how you translate the "Tuna Steak" strategy into your coaching business:
1. The "This isn't working" Complaint
A client complains they aren't seeing results, even though they missed half their check-ins and didn't track their food. (They ordered the tuna well-done!).
You might be tempted to say: "Look at your logs. You aren't doing the work."
But instead you pivot to: "You are totally right to feel frustrated. Let's jump on an unscheduled 15-minute call today. We are going to completely adjust this protocol to fit your actual lifestyle right now." (You validate them, take the hit, and over-deliver support).
2. The "Tech/Billing Glitch" Complaint
A client gets double-charged by Stripe, or locked out of your app.
Don't just say "Sorry, it's a Stripe issue. Here is your refund." (Cold, sterile).
Refund the money immediately, send a personalized voice note apologizing for the stress, and throw in an extra week of programming or a bonus resource on the house.
3. The "I hurt my back" Complaint
A client messages you on a Tuesday saying their lower back flared up after the deadlifts you programmed.
Don't: "Well, you must have rounded your back. Did you film your sets like I asked?" (You are technically protecting your liability, but you are blaming the client when they are in pain).
Instead try something like: "I am so sorry you are hurting today. Stop all lower body work immediately. I just recorded and sent you a custom 10-minute mobility recovery flow to your inbox. Do that tonight, and I am going to text you tomorrow morning to see how you feel. We will adjust everything else until you are 100%.
Your Challenge this week is when a complaint comes in, notice the knot in your stomach. Notice the urge to prove you are "right."
Take a breath, drop the defense, and ask yourself: "How can I make them feel ridiculous for ever doubting me?"
Over-correct. Over-deliver. Turn the complainer into your biggest fan.
