When a customer complains, most people rush to explain, defend, or panic.

That’s how small issues turn into big frustrations and even churn.

Here’s the framework I teach every customer-facing professional to turn these situations around: L.A.Y.E.R.

- Listen (don’t interrupt)

- Acknowledge (name the pain and the impact)

- Explore (ask what “success” looks like)

- Respond (take ownership, set an update time, and advocate internally)

Next time a customer is in front of you and things have gone wrong: use L.A.Y.E.R. and watch the whole conversation change.