What lessons did the speaker learn at their first job in a fur coat warehouse?
— The speaker learned six valuable lessons, including how to handle angry customers and take responsibility for their mistakes.
How did the speaker resolve a customer's complaint about a coat?
— The speaker fixed the customer's coat in five minutes after initially expressing frustration and then backpedaling.
Why is validating someone's anger important when dealing with upset customers?
— Validating someone's anger is important because downplaying their emotions can lead to increased anger and a larger discrepancy between the two parties.
How can upselling be achieved?
— Upselling can be achieved by getting customers to say no to an offer, which can lead to them saying yes to the upsell, and by providing additional services for a low cost.
What is the key to the fur coat dealer's success over five generations?
— The fur coat dealer's success is attributed to their consistent dedication to improving their craft, despite criticism, and owning access to a $200 million portfolio.
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