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Tales from those on the front lines of dealing with clients. Tales of difficult clients, complex situations, relationship management - and how massive client management problems were solved, and what they learned. Largely those running agencies, but all across different professional services.
Episodes
3 hours ago
3 hours ago
48 min
What happens when customers stop talking to you and start talking about you online? Matt Estrin, Owner of 477 Distilling & Oak & Maple Restaurants in Northern Colorado, shares some of the wildest one-star reviews his businesses have received—and the surprising lessons hidden inside them.
Matt tells Our Beloved Host, Morgan Friedman, about customers who complained about everything from cold waffles to having to pour their own coffee, a couple who reviewed his restaurant while sitting inside it, and even someone who left a one-star review without ever visiting the restaurant—because they didn't like how Matt responded to other reviews.
But the conversation goes far beyond funny reviews. Matt and Morgan explore how online review culture has changed the way people experience restaurants, why customers are increasingly reluctant to have difficult conversations face-to-face, and how business owners can turn criticism into an opportunity for improvement, engagement, and even viral marketing.
Morgan also brainstorms a few unconventional ways Matt could encourage customers to give useful feedback instead of hiding behind their keyboards—including turning the best customer suggestion into a monthly contest.
Sometimes, a terrible review isn't a disaster. It might be an invitation to get creative.
Morgan Friedman
Matt's LinkedIn
Matt's Instagram
Matt's Facebook
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