Having spent the better part of a decade (2011 - 2019) as a senior member of Yelp's leadership team, being on the receiving end of a frustrated client call was something we had no option but to get good at very quickly. A business's reputation, after all, is the life blood of their financial existence. It can make or break them, and there's going to be an emotional and passionate response to that, as there should be!

I'm going to walk you through my journey, the mistakes I made and how I learned to turn frustration into revenue.

Grab a pen and pad. You're going to like this: