Sales
The Go-Giver
Bob Burg & John David Mann
A short story on why giving first is a real growth strategy.
Recommended for: Customer Problems
All Challenges
Customers
Customer Problems
Protect relationships through clear expectations, documentation, communication, and fair resolution.
The Challenge
Manage expectations, scope changes, complaints, documentation, communication, follow-up, and relationship protection.
Why This Happens
- The problem has not been defined clearly enough to solve.
- Daily urgency has replaced a consistent process.
- The business is not measuring the few activities and results that matter most.
Questions to Ask Yourself
- 1.What is happening now?
- 2.How long has this been a problem?
- 3.What have you already tried?
- 4.What result do you want in the next 90 days?
- 5.What number would show improvement?
- 6.Who owns the next action?
What to Do First
1
Write down the current facts without assumptions.
2
Choose one measurable result for the next 30 days.
3
Schedule the first action and assign clear ownership.
Step-by-Step Solution
- 1
Identify the root cause instead of treating only the symptom.
- 2
Choose the smallest practical action that can create evidence.
- 3
Use the related tool or worksheet to organize the work.
- 4
Review progress every week and adjust from real results.
- 5
Share what worked so another owner can learn from it.
Three Levels of Solutions
Quick Win
Do this today
Call the unhappy customer, listen first, and write down what they need.
Build the System
Next 30 days
Create a customer resolution process and clear expectations up front.
Long-Term Transformation
Where you're headed
Customers who trust you and send referrals because problems are handled well.
Lessons From the Pass It On Library
From The Go-Giver
Create genuine value and trust.
Framework: Give Value First
From Business by the Book
Treat customers the way you want to be treated.
Framework: Biblical Business Decision Check
Pass It On Action
Listen to one difficult customer without defending yourself.
Your Action Plans
Sign in to check off steps and save progress to My Growth Plan. Sign in
7-Day Action Plan
- Day 1 — Identify the problem: write down exactly how “Customer Problems” shows up in your business.
- Day 2 — Review the numbers: gather the facts, figures, and examples connected to this challenge.
- Day 3 — Find the root cause: answer “What is happening now?”
- Day 4 — Choose one change: Write down the current facts without assumptions.
- Day 5 — Assign responsibility: name ONE owner, a deadline, and the expected result.
- Day 6 — Implement: Choose one measurable result for the next 30 days.
- Day 7 — Review what happened: what worked, what didn’t, and what you’ll do next week.
30-Day Action Plan
Week 1 — Diagnose
- Answer: What is happening now?
- Answer: How long has this been a problem?
- Answer: What have you already tried?
- Complete the 7-Day Action Plan.
Week 2 — Build
- Create a customer resolution process and clear expectations up front.
- Identify the root cause instead of treating only the symptom.
- Choose the smallest practical action that can create evidence.
- Use the related tool or worksheet to organize the work.
Week 3 — Implement
- Review progress every week and adjust from real results.
- Share what worked so another owner can learn from it.
- Train the people involved and assign owners.
Week 4 — Measure & Improve
- Compare results to where you started.
- Write one lesson learned.
- Adjust the process.
- Share what you learned with someone in the fellowship.
Biblical Principles
Wisdom for the journey — encouraging stewardship, integrity, and service, never a promise of guaranteed success.
#61 · Customers
Treat customers the way you want to be treated
Matthew 7:12
#66 · Customers
Handle complaints with patience
Proverbs 15:1
#67 · Customers
Listen before answering
Proverbs 18:13
Related Challenges
Recommended Books
Approved Bookshelf resources related to this challenge.
Faith & Business
Business by the Book
Larry Burkett
Biblical principles for running a business with integrity.
Recommended for: Customer Problems
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Challenge → Diagnose → Prioritize → Learn → Take Action → Measure → Improve → Help Someone Else
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