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When you do have a “tragic moment”in your business, see it an an opportunity to turn someone wh
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0:00I remember hearing the stat from Disney [music] which is that it takes 37 magical moments to overcome one tragic moment. And so the moral of that statistic [music] is not let's do 37 magic moments. It's avoid the tragic moments if at all possible. But if you do find yourself in a tragic situation, believe it or not, the people that you wrong and [music] then super compensate to make it super right become your biggest ambassadors. As terrible as it is, when you do have one of those tragic moments, just see it as an opportunity to flip someone from a hater into an ambassador.