here’s how to explain a credit card authorization to a customer.

People are funny when it comes to their money. I am too.

When a customer starts an order but doesn’t complete the purchase or cancels, the authorization often hangs around for days. And customers can get mad about this. 

One of my subscribers, Sheldon, wrote in asking me for help scripting a response for what to say when a customer is upset about a credit card hold. I answered his question by video here.

Maybe your customers are angry about something else. 

Anytime you have to say no, or can’t give the customer what they want right then, my response to Sheldon can work for you. Swap your issue in place of his scenario and apply my framework: Empathy + 3W.

Watch my response and see my Empathy + 3W framework in action.

Have you seen my 20 Damn Good Ways to Express Empathy worksheet yet?