Tip 84: Turn your customers’ frowns upside down

Sometimes unfortunate situations happen. And when those situations are beyond the control of your customer to make better, you can add all kinds of delight to their life by turning their frown upside down. Make a bad situation better. Your customers will appreciate you for it, and will be thankful for you.


  1. Emirates airlines did that for me by turning some lemons into lemonade. After my flight got cancelled, Emirates made it so I didn’t have to spend another twelve hours in the Shanghai airport. They whisked me and all the other passengers off to a fancy hotel where we could eat, sleep, and get cleaned up. And all for free. It was awesome, and my frown was absolutely turned into a great big smile.
  2. When natural disasters hit, there are often tales of numerous businesses who donate funds and supplies to help those in need. Their generosity in challenging times helps to ease some of the struggle those who are going through the tough times.


  1. Focus on what you can control. When events happen beyond your control that prevent you from being able to serve your customers, spend your energy on what you can do to make the situation better. You can control choosing to spread a little sunshine to your customers.
  2. Be ready to lend a helping hand. When you can do something to benefit customers who are struggling with an unfortunate situation, you’ll be rewarded with something far greater than their money could ever buy in your business.

Application for your business

  1. Write down a time when a business turned a frown you had upside down. How did it make you feel?
  2. Think of an unfortunate situation that has happened to one of the customers in your business. Brainstorm three ways you could have turned that customer’s frown upside down.

Previous tips

1-22. Section 1: Build a relationship with your customers (series)

23-48. Section 2: Make your customers’ lives better (series)

49-62. Section 3: Reward your customers (series)

63. Be cool (code for be yourself)

64. Love what you do (and let it show)

65. Give your business some G.A.S.

66. Have awesome people

67. Take care of your awesome people

68. Be remarkable

69. Be memorable

70. Shake things up

71. Be awesome in unexpected small ways

72. Be awesome in unexpected big ways

73. Start a movement

74. Be fearless

75. Tell the story about your product

76. Do mundane tasks in a new, different, and unexpected way

77. Empower your team to make a less than optimal experience right

78. Be prepared for anything

79. Have an ego

80. Don’t take yourself too seriously

81. Make them lol (literally)

82. Dance

83. Sing a song or rap