One Good Lemon

Weiss Advice Issue: 243,  October 2023

I held a meeting recently in the Grand Hyatt at San Francisco Airport, because it’s so convenient in terms of arrival and departure.

The sales people did not respond to my calls about the simple need for easels and markers in my suite. I booked one large enough for the small group. So I left a message with the general manager who called me back within two hours and told me he’d personally take care of it and there would be no charge.

When I checked into the hotel, I was told I had been upgraded to the presidential suite.

It would have been better if this had never happened, of course, and cheaper for the hotel, but it’s an excellent example of solving problems to gain customer satisfaction and loyalty.

When I worked with Mercedes, and interviewed the owner of the highest rated Mercedes service dealer in the country, he told me that problems in complex sales and services are inevitable, no matter how focused you are on preventing them. But it’s the way you solve them for the customer that actually improves your position.

“We certainly don’t want to cause problems,” he admitted, “but have you ever raved about a hotel by telling people that the room service arrived on time, or that they didn’t lose your luggage? You expect those standards. It’s when there’s an unexpected deviation and a quick resolution that people say, ‘They paid for one night!’ or “They provided a limo back to the airport!’”

It’s not lemonade from lemons. It a lemon industry that you need to create!

© Alan Weiss 2023


Developmental Opportunities


Shed your doubts and fears. I’ll be providing criteria to honestly evaluate your effectiveness, get over thinking you don’t deserve things, become totally comfortable with any buyer, and place the proper value on your improving others’ businesses and well-being. You are masking your talents and value when you fear you’ll be “found out.” You’re not assertively promoting and marketing yourself if you think you’re really a fraud.

And you’ll never be a peer of the buyer while you’re wondering why the hell the buyer invited you to meet. Maybe you need to come to grips with the fact that you’re just that terrific. I can help you do that in 90 minutes. Or are you afraid you don’t belong in this program because you’re not good enough?

You can register at:

October 17 at 10:30 eastern for 90 minutes. $1,400.

Thought Leadership 2023

In Thought Leadership 2023 we will: Create dramatic new IP around your expertise; Commercialize IP so as to immediately trademark it; Create a social proof journal which impressively supports your positions and provides instant credibility; Project immediate value so that no one will ever “ghost” you again; Create an “in the buyer’s office” role play which utilizes contemporary events; Use the Wall Street Journal for rich sources of material, which I will demonstrate for each of you; Create a 25-page ebook outline that you can complete with little effort within the following week as a marketing lever.

There will be prep work to enable you to gather the proper materials. Minimum of 10 people, maximum of 20 (physically present) for 1.5 days. The fee is $8,500 which includes a light breakfast both mornings and lunch on the first day, along with favorable room rates. You will get a $1,000 rebate after the program if you:

  1. Stay through the compete session and don’t leave early for the airport.
  2. Submit to me your completed ebook content within 10 days.

You may attend virtually for $7,500, no rebates.