Hard conversations · beside L1
The customer who got no-showed twice
She is furious and she is right. Keep her, without giving away the shop.
You are the owner of a four-person lawn crew.
They are Sarah, a customer whose Tuesday service was missed two weeks running.
A good run Own it, keep her, and leave with a specific next step she believes.
You get 5 turns. End the call any time after two; the scorecard grades only what you said. Line to pass: 70.
Sarah
Hi. So that's two Tuesdays now. Nobody called, nobody texted, and my in-laws were over on Sunday looking at a yard that hadn't been cut in three weeks. I need to understand what is going on over there.
5 turns left · two turns before you can end it