Trevor’s Three A’s From Apple On Killing Customers With Kindness

Hey there!

In one of my other videos, I gave you the sentence that makes dealing with angry customers a much better experience for both them and me.

My buddy (and VO2GoGo coach) Trevor, who used to work for Apple, shared with me the way they codify that process.

They call it the Three A’s.

(Click/tap ↑↑↑↑↑↑ that red YouTube button to subscribe to my channel. You’ll get notified when I release new videos.)

Hope this helps!


All Episodes

One Step At A Time

Five Ways To Have An Excellent Coffee Date With Me

Five Ways To Have A Crappy Coffee Date With Me

Taking Advantage Of The Wisdom Of The Tribe

How To Be A World Class Complainer

The False Nobility Of The Struggle

Watch Out – The Rules Are Going To Change

“Show Me The Secret, Daddy!”

Coaching vs Consulting vs Facilitating

The Perils of Live Performance And Why Jeremy Kappell Should Not Have Been Fired

Let’s Welcome To The Stage…Failure!

Don’t Confuse Price With Value

Whiteboards In The Hallways

Go Wake Up Your Luck

Playing and Planning

The Two Things Most Talent Try to Accomplish Way Too Soon

10,000 Hours To Become Good At Something? Not Really.

The Curse of Knowledge

The Trick Charlie Munger Uses To Make Better Decisions

Everyone’s A Customer, Not Just Your Customers

“What do you mean, you’re a ‘process guy’?”

Pay Attention To Your Storytelling, Not Removing Your Breaths

How To Conquer FOMO (Fear Of Missing Out)

The Problem In Every Commercial Script

The Job In Every Commercial Script

The Secret In Every Commercial Script

How To Pick Your Stage Name

Voice Over Is REALLY Hard. Until It Isn’t.

Helping Make Resolutions Stick

ACX Jobs: They’re ALL SAG-AFTRA-Friendly

Non-Union? You Can Still Open An AFTRA H&R Account. What?

Who Says You Need To “Feel Like It?”

Are You Engaged?

Your Day Job Might Just Be Worth Keeping For A Bit Longer

Want To Learn Something Really Well? Teach It To Others

Don’t Confuse What Works With What You Like

The Lost Keys And The Microphone In My Elevator

My Insane Backup System Plus Two Helpful Tips

What Open Loops Are And Why They Work So Well

Two More Things For Which You Can Use Open Loops

Three Things Not To Say Or Do…When Trying To Learn Something New

Front Burner and Back Burner Project Management

How To Properly List The Accents and Dialects You Perform

My SAG-AFTRA Presentation On VO Demos (Part 1)

My SAG-AFTRA Presentation On VO Demos (Part 2)

A Simple, One-Word Decision-Making Question To Ask Yourself

Ready, Shoot…Aim

How You Can Use The MVP Model As A Performer

How Lazy Can You Be?

Avoid The Struggle Porn

The Robocall Equivalent Of Unsubscribe

Saying Goodbye To A “Failure”

Making Your Links Irresistible

HTTPS Is Not Just For Banks – It’s For You

The Threat That Made Me Create a New Page For LAME

The Resource You Must Guard Most Carefully

How New Media Is Using The Oldest Ad Model Ever

“You Could Be Hit By A Bus!”

Killing Customers With Kindness

I Found Out What She Was Podcasting About

How I Answered’s Inquiry

Turning Mountains Into Molehills

Motivation: Your Three Big Needs In A Cool Little Package

Go Ahead. Multitask. But Try It Like This.

The Prodigy Game Doesn’t Deserve This Treatment

I Don’t Want To Go Blind

What Fair Markets Are, And Why Isn’t One

Trevor’s Three A’s From Apple On Killing Customers With Kindness

Getting Ready vs. Getting Started

You’ll Never Believe Who Got Rejected By Harvard

There Is No Failure, Only Feedback

Who Is Your Most Dangerous Adversary?

73 Videos In, My First Hater Appears

If You’re The Smartest Person In The Room, Do This ASAP

Your Glasses And Crucial Laptop Positioning Info

One More Insanely Over-engineered Piece Of Gear: My UPS

The Crazy Backward Way IKEA Prices Their Stuff Complained To YouTube That I Violated Their Privacy

The Gig Economy: RIP?

For Your Health: Not Perfect. Just Better.

Celebrate Your Isolation!

Mr. Wonderful Is Actually More Wonderful Than I Thought

Let’s Finally Close The Digital Literacy Gender Gap

The Guaranteed Way To Completely Avoid Criticism

The Two Things People Judge About You Within Seconds

Prioritizing…Nashville Style

Are You Committed? Or Just…Interested?

Audible Retail Samples: Why They Suck And Why It Doesn’t Really Matter

How To Voice Copy That’s Set In Italics

Dyslexia, And The Palindromic Poem. The Wha?

Increase Your Chances Of Being Seen And Heard On Facebook

Jamie Has Some Thoughts About Fiverr

Is Simply Discouraging Distracted Driving Enough?

“Young People Are Just Smarter.”

The Real Purpose Of The “Can You Hear Me?” Phone Scam

Beware Of Overkill

Laying Down The Perfect Slate

An AMA Preview: The Word “Ethnic” – A Slur, Or An Essential Adjective?

10 Rules of Profitable Self Discipline from Napoleon Hill

AMA (Ask Me Anything): Here Are The Answers (Part 1)

AMA (Ask Me Anything): Here Are The Answers (Part 2)

AMA (Ask Me Anything): Here Are The Answers (Part 3)

AMA (Ask Me Anything): Here Are The Answers (Part 4)

AMA Answers Part 5 Plus A Medical Warning

Last AMA Answers (#6): Gear, Services and Success

A 7-Word Reminder: “Don’t correct people when it matters little.”

Do You Have A Plan? And Is It The Right One?

What’s Your Next Big Move? Are You Ready?

Build Your Future On Your Own Platform, Not Someone Else’s

I’m Leaving Facebook: Why Groups and FB Live No Longer Spark Joy

Time To Accept That I’ve Failed At Something – Happily

Crowdfunding Without The Internet: Pulitzer And The Statue Of Liberty

The Amazing Power Of Recognition And Badging

Might We Have A Possible Cause For Alzheimer’s?

Why Podcasting And Radio Are Out Of Whack

Value Enthusiasm, But Value Persistence More

Ten Ways To Make Money With Podcasts Besides Ads

One Quick Question To Find Out How Important Something Actually Is

The Workflow For Producing These Videos (So Far) Part 1

Why Not Wade? And…Why Not You?

Audiobook Narrators: How Paymasters Work, And The One I Recommend

Why Gen Z And Millennials’ Love For Audiobooks Is Crucial

American Idol: It’s All About Story, Not Just Singing

Less Beating Yourself Up, More Talking Yourself Up

Resist Oversharing. Instead, Start A Dialogue.

Vocal Care: It’s All About What Works For You

3 Biases You Should Be Aware Of

3 More Biases You Should Also Be Aware Of

Wow. People Really Grokked Biases. Let’s Tackle Fallacies.

Three More Fallacies You Need To Watch For

What’s Your Imprint?

Fallacy Follies, Volume 3

Two Last Big Creativity-Crippling Fallacies

Fail Sooner To Succeed Sooner

A New Lead Source For Performers: Voice Assistants And Smart Speakers

A Great Way To Handle Trolls and Haters

Quantity Does Not Usually Equal Quality

Is Facebook Truly A Monopoly? No More Than Microsoft Was.

Fear Of The Unknown, Or The Day Before My Surgery

A Strange Aspect To Performing That Should Be Cause For Protest, But Isn’t

Want To Grow? Don’t Go It Alone.

How Am I Doing? I’m Gobsmacked. That’s How Am I Doing.

Why I Give My Agents 10% Of Everything

Not Just Explainer Videos, But Video That Explain Things Spectacularly

Mental Floss To The Rescue: Skills You Can Pick Up On YouTube

What’s Better Than Willpower? Grit.

Regarding Apple’s App Store: Be Careful What You Wish For, Pepper

Of COURSE You Wonder What Porter’s Five Forces Are. Who Doesn’t?

Don’t Waste Your Time: Talk Shows Aren’t Meant To Be Fair

Sooner Or Later, I’m Really Going To Tick You Off

Just Because You Can Do Something Doesn’t Mean You Should

Wait, What? Audacity Records In The Background?!

Enjoy Your First Booking. Pay Close Attention To The Next Three.

Pattern Interruption And The Musicality Of Voice Over

Do You Still Have A Landline? Is It POTS? Wait, What’s POTS?

Increase Your VO Accuracy, And You’ll Increase Your VO Profits

Age Range Isn’t Really A Valid Metric For VO

What Is The Overton Window?

How To Stop Jealousy From Killing Your Progress

Even The Bible (And Game Of Thrones) Has One-Star Reviews

How Much Is Enough To Make Per Hour?

With Royalty Share Plus, ACX Makes Hybrid Stipends Official

Wait, Vices Can Be Good For Your Health?

What A Lovely Thing To Discover: Praise From CourVO

I Figured Out What I Provide: The Onboarding Performers Don’t Get

You Don’t Need Permission To Care Or Contribute

It’s Not Just You. It’s The Superstars, Too.

Do You Sometimes Think Irrationally? Maybe. Here’s How To Stop It.

The Struggle Of Announcer-y Versus Non-Announcer-y Voice Over

How My VAs Support Me And My Team

What Exactly Is “The Cloud?”

The Often “Most Difficult” Concept I Teach

Please Unsubscribe From This List. But Don’t Do This One Destructive, Lazy Thing.

Don’t Mistake The Joy Of Knowing For The Joy Of Doing

Why Giving Yourself Some Simple Homework Can Be Life-Changing

One Weird Trick I Do That Makes My Note-Taking Superhuman

The Worst Thing About The Biggest Money-Making Entertainment Category

What Can We Grab From A Schedule This Strict?

Get Better At Executing Today’s Plan By Starting Last Night

How To Create Useful, Organized Audition File Names

Where To Find Related PDFs For Audiobooks on Audible

I’m Halfway Finished. What Have You Valued Most? What Can I Do Better?

Our Digital Attention Span Is Incredibly Brief

“Serves You Right!” She Actually Has No Idea How Right.

Create A Safe Environment For Self-Improvement

Why I Use One Single Channel For Crucial Communication

The Even Cheaper AT-2020 USB Plus Microphone?

Fred Willard (and Billy West) On Quickly Creating Authentic VO Characters

Leo Makes Your Searching Spectacular

On Asking For Things Performers Can’t Do

How To Battle The Urge of “Efficiency”

One More Best-Of-Breed Way To Brilliantly Complain

Changing Audacity’s Sampling Rate To 48,000 Hz

10 Words Of Encouragement When You’re Stuck

Seek/Give Mentorship That’s Appropriate To The Journey

Two Cases Where You Might Not Want To Simply “Follow Your Passion”

Having Fun With Headphone Volume

Please Stop Rushing To Perform

Something To Consider: Everyone’s Internal Menu

One Crazy Key To Creativity: Pure, Unadulterated Boredom

For The Sheer Joy Of It

The Most Commonly Consumed Media Is…!

What’s Dangerous For Us To Care About

Please, Clever Copywriters…Stop Using This Term

Wait, Wait…What? They Actually Listened?!

Why You Should Take The Same Classes Twice

How Your Character’s Menu Informs Your Performance Choices

What Shouldn’t Be Your Metric For VO Success

Someone Awesome Who’s Also Rising To A 365-Day Challenge

Union Or Not, Start With Union Rates

O. M. G. Look What Matt Zurbo Did!

So Where Will That Huge Facebook Fine End Up?

The Root Words of “Typecast”

Avoid That One Obvious “That Worked” Sound We Make

Why Union Members Can Audition For Non-Union Work

200 Auditions. 1 Booking. A Ghost. Really?

I Can’t Do One Thing I’m Asked To Do Every Single Day

One Of Your Secret Weapons: Agility

Do Networking Events Make You Anxious? Let’s Fix That.

Project X Is Just About Ready. I’m A Bit Giddy.

The Difference Between Mansplaining and Advice?

Too Late, Melissa. You Already Are.

Help Me Solve A Lovely Mystery!

Speeding Up The Playback On The Audible App

Why Those Other Casting Sites Usually Aren’t Worth It

Raw YouTube Captioning

hey there it’s David H Lawrence the 17th
and in one of the other videos that I
made in this once a day video challenge
thing that I’m doing this year I talked
about killing customers who are upset
with you with kindness how I approach
things and I’ll tell you if there’s
somebody that I really respect in my
life it’s Trevor all God who’s one of my
coaches for vo – go go he used to work
for Apple and he used to work for Apple
in Apple stores training people on how
to use logic and everybody that works in
that kind of position gets trained by
Apple on how to do customer service and
they actually codify that whole thing
that whole process remember the phrase
that I used was I completely understand
how you feel and I would feel the same
way if I were in your position so he
wrote me a note after he saw that video
and he said here’s what I learned at
Apple that was kind of right along those
lines and it was triple-a the three A’s
and the A’s were acknowledged aligned
and assure so acknowledge the customers
problem acknowledge the fact that they
feel frustrated acknowledge the fact
that their expectations aren’t being met
you know I understand the problem that
you’re having I absolutely get how
frustrated you are so that
acknowledgement is really important
because it instantly relieves them of
the idea that you don’t understand
you’re just like talking to them you’re
just like talking to them to get them
out of the the Genius Bar or wherever
they are so number one acknowledge
number two a line meaning you connect
with them in a way that you say kind of
like I’d feel exactly the same way you
do I’d be frustrated about this too I
can see how this would be really
difficult to get your work done if this
was happening with your computer or with
your your iPhone or whatever it is that
you’re helping them with so acknowledge
and then align and then the third one is
assure and that is that we’re going to
find a solution together when we get
done you’re gonna be all set up we’re
gonna take care of you and you’re gonna
oh that you put your trust in the right
company to buy your technology from and
to use to choose what software to use
we’re gonna take care of this and I
think that’s just great I think we keep
that in mind as we deal with all of our
customers and remember who are our
customers everybody right and you got to
come off
organic with this you can’t make it
sound like it’s a rehearsed speech
especially with loved ones you know cuz
that’s when your loved ones go dad
you’re doing the whole acknowledge align
a sure thing aren’t you you know you’ve
got to make it organic you’ve got to
make it big and the way to do that is to
be sincere about it’s the way to do that
is to actually be working from a
position of serving whoever your
customer is and in whatever role being
aware of whatever role they’re playing
in your life or at that particular
moment that you’re playing and it’s
interesting because I just had an
interaction with my daughter who is a
musician and a session singer and an
audiobook narrator she’s on her sixth
audio book oh my god
with her about her headphones
now as my daughter you know I want to
help her out I want to be friendly I
want to be supportive as her appear in
the business I want to make sure that
she has the best tools she possibly can
have and so I sent her my earbuds the
ones that I use all the time that are
and then I recommend that my clients use
and I called her up to make sure that
they got there and we had a conversation
about how they fit and how they work and
when to use them and how loud to roll
them and how to balance her her at2020
USB plus so that they work the best at
that moment she was yes she was my
daughter but at that moment she was also
my client and she had originally called
me because she said that the earbuds
that she had weren’t working they were
staticky sounded like a wire was broken
and I said here’s how I think we can fix
this but the role that she played as a
customer when she was having problems I
wanted to make sure she understood how I
felt about it and how I was gonna help
her and that I acknowledged the the
issue that she was having that I too
would have felt that way the alignment
and then the assuring of you know we’ll
take care of this we’ll get this squared
away and it had to be done in a way that
wasn’t it didn’t sound rehearsed it and
and it’s easy to do don’t just have the
words in mind but have the the service
in mind that you’re doing with the
customer you’re gonna make this customer
a raving fan in whatever role they’re
playing you’re gonna make them a raving
fan that’s the way to do it I think what
do you think what have you done I mean I
know a lot of you have commented on that
other video but this whole acknowledged
a-line is sure thing is that that
resonate with you does that help is that
something you could put on a little card
and/or a sticky note and put on your
computer let me know in the comments
below I’d love to know wherever you’re
hearing this or viewing this give me a
give me a shout out and tell me what’s
going on with you in the comments below
if you want to subscribe to my channel
on YouTube go ahead and click on my face
there if there’s no face then there’s a
subscribe button somewhere on the page
that you’re watching this on and if you
want to hear the you want to see the
latest episode go ahead and click on
that frame and YouTube will play it for
you because that’s what they do they’re
really good at
I’m David H Lawrence 17th I thank you so
much for watching and I will talk to you

4 Responses to Trevor’s Three A’s From Apple On Killing Customers With Kindness

  1. Veleka Gray` March 9, 2019 at 4:55 am #

    So that’s the secret! And most AppleCare reps are fantastic at the three A’s, which is why I’ve been a happy customer since I bought my first Macintosh, an SE/30, in 1988.

  2. Joseph Narducci March 9, 2019 at 7:18 am #

    Enjoyed listening to this before I start a full day of directing voice actors. I can see how I might be able to incorporate that sense of support for each talent while they work. As a director, I am there to support them and help them get the “performance” they need. Any issues come up, I can apply a version of these Three As to help. Great vldeo sir.Thank you!

  3. Melissa Benson March 9, 2019 at 9:26 am #

    As a massage therapist, I can attest that those words are the most powerful stress relievers without without actually touching a person. It’s like a massage for the mind. Once a person’s stress level is reduced, then and only then, can constructive and effective communication can occur.

  4. Trish Bell March 11, 2019 at 2:52 pm #

    I can feel the situation diffused already!

    Working from a position of “serving” is the mindset to remember.
    Thanks for the AAA, totally resonates with Me.

Leave a Reply