I interviewed a former mob boss who ran the most powerful crime family outside of New York.
Anthony’s approach to “customer service” would put most legitimate businesses to shame.
Being a loan shark was one of his many businesses.
Here’s the math:
Customer borrows $10,000 at 4 points per week ($400).
After paying consistently for one year, they’ve paid back $20,800 in interest.
But then the customer gets tight on money.
Anthony: “You’ve got three kids and your boiler broke? No problem. Skip this week. When can you start paying again?”
He’d even lower the payment from $400 to $250 per week if that helped keep them paying.
The customer feels grateful. They keep paying. Everyone wins.
He never used violence to collect money.
Well, except this one time when someone tried to play him against another made guy.
The other loan sharks?
They got rigid. Demanded full payment the day it was late.
Those customers got scared and went to the FBI.
Those guys are doing 5-7 years in federal prison.
Here’s what this teachs business owners:
Your customers aren’t transactions — they’re assets.
The auto repair customer who spends $300 today could spend $4,000 over the next three years.
A turf customer who spends $250 on cleaning could be a $10,000 installation project this fall.
But only if you treat them right and optimize for the relationship.
When someone can’t afford the full package, work with them.
Create payment plans. Offer partial & lower cost solutions.
That’s how you build a long-term, scalable business.
Want to learn more business insights from a mob boss?
Click here to watch the whole interview
Cheers
Brian
