Mailbag Episode: Customer-Centric Secrets to Handle Tough Clients

In the third mailbag episode of season two, Kenny Chapman and Chris Crew take on audience questions focusing on customers—how to handle them, serve them, and keep your sanity in the process. They break down what to say during a follow-up, how to deal with refund requests, and why the “customer is always right” mindset might be holding you back.

Tune in to get practical tips, a fresh perspective, and the kind of straight talk that helps you show up better—for your team, your clients, and yourself.

• Chris starts by explaining how to master sales follow-ups and why most follow-ups fail without proper anchoring. 
• Learn why salespeople who know how to anchor always close more deals and how ditching strict scripts gives you the flexibility to connect authentically.
• Chris shares ways to pick up a conversation with prospects without wasting time, including practical phrases you can use immediately to keep things moving forward.
• Why Chris recommends eliminating the phrase “follow-up” from your vocabulary and the mindset shift that creates better sales conversations. 
• Kenny highlights why every sales follow-up should be treated as one seamless sales appointment. 
• How to handle upset customers: Kenny breaks down why the “customer is always right” myth can actually hurt your business and what to do instead.
• Chris explains the secret to dealing with difficult customers: Don’t take it personally because it’s never really about you; it’s always about them.
• Understand why some customers won’t be reasoned with and how to focus your energy on the 95% who truly want to work with you, instead of the small percentage trying to take you down. 
• Kenny reveals how to keep your team motivated when offering money-back guarantees, especially when technicians might feel they’re losing commission when customers ask for their money back. 
• Why giving refunds, even when you did everything right, is a long-term business win: Kenny shares the mindset of “life gives more to the giver.” 
• Learn why developing an abundance mindset is crucial for business success: Kenny explains how knowing there will always be more customers keeps scarcity fears at bay.
• Chris shares three keys to supporting entrepreneurs during stressful times: Patience, communication, and candid conversations that open the door to real solutions.
• What to do when frustration with employees builds: Chris shows how vulnerability and honest communication can turn tension into teamwork.
• Chris explains why getting clear time frames after delegating tasks keeps projects on track and how to avoid the “handoff hangover.”
• According to Kenny, there's no such thing as financial independence. There's only emotional independence. When we reach a certain milestone of money, then the emotional freedom kicks in.
• Kenny emphasizes putting relationships before results. This is the secret behind his strong partnership with Chris and why business wins flow from personal trust.
• How to practice accountability in relationships: Kenny advises taking 100% responsibility for what’s yours and letting go of what isn’t.

Mentioned in This Episode:

HomeServiceBusinessSuccessShow.com/s2e15

The Blue Collar Success Group

Blue Collar Success Laws: Your No-Nonsense Guide to Problem-Solving, Productivity, & Profit by Kenny Chapman