Client Service Calls: When someone isn’t happy, get both sides of the story. Get the team side first then the client side. If the person calls in, hear what they say, then get w team then solution. Example: James eval with 8 month Doodle, his side, Maddie side, client side. Was gonna trip on James but client agreed w James.

• Cust Service: The answer is yes, then how. & Treat each client like it’s the last one we’ll ever have

• Eliot Michael situation

• Cust Service: There can only be one person in the angry boat. When you have an upset client, if you’ll get angry at the situation with them they will generally calm down and you can be the angry one and they could be the rational one. Example somebody’s trying to get angry and you start yelling about how you’re going to get the trainer and get to bottom of it