5d • Marketing Tips
"Madness" Trick: How to handle a complaining guest like a $100M CEO
Most restaurant owners do one of two things when a guest complains:
- They get defensive (and escalate the fight).
- They get scared (and offer a free dessert while looking like a victim).
Both are a mistake.
Leila Hormozi teaches a different framework: The Out-Angered Response. If a client (or guest) complains, your job is to be more upset than they are. You have to be so "mad" at the mistake that the guest actually has to step in and calm you down.
The Psychology: When you are more bothered by the mistake than the guest is, you move from being the "Defendant" to being their "Ally." You show them that your standards are actually higher than theirs.
The "Old" Way: Guest: "My steak is overcooked." Manager: "I'm sorry, let me talk to the chef and see if we can get another one." (Guest feels like they have to "fight" you to get what they want).
The Hormozi Way (The Pro Move): Guest: "My steak is overcooked." Manager (Genuinely appalled): "Are you kidding me? This is completely unacceptable. Our grill station knows exactly how a Medium-Raye should look, and this isn't it. I am honestly embarrassed that this even made it to your table. Please, give me that plate—I'm going to personally ensure the next one is perfect, and I'm going to find out exactly why our quality control failed you tonight."
The Result: The guest usually says: "Oh, it’s okay! It’s not that big of a deal, don't worry about it too much." They go from being triggered to being sympathetic to you. You’ve turned a "1-star review" into a "Customer for Life" moment.
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"Madness" Trick: How to handle a complaining guest like a $100M CEO
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