Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer

1. Hug Your
Haters

2. Failing to respond on a
review site decreases
advocacy by 37%

3. Failing to respond on a
review site decreases
advocacy by 37%

4. Not answering
complaints
decreases
customer
advocacy
@JayBaer
#multifamilysms16

5. answering
complaints
INCreases
customer
advocacy
@JayBaer
#multifamilysms16

6. haters are not
your problem…
Ignoring
them is
@JayBaer
#multifamilysms16

7. every complaint
every channel
every time
@JayBaer
#multifamilysms16

8. hugging your
haters keeps
your customers
@JayBaer
#multifamilysms16

9. @JayBaer
#multifamilysms16

10. @JayBaer
#multifamilysms16

11. @JayBaer
#multifamilysms16

12. customer
service is the
new marketing
@JayBaer
#multifamilysms16

13. hugging your
haters makes you
a better property
owner/manager
@JayBaer
#multifamilysms16

14. haters are
the canary in
the coal mine
@JayBaer
#multifamilysms16

15. @JayBaer
#multifamilysms16

16. haters are the
unelected
representatives
of the “meh”
middle
@JayBaer
#multifamilysms16

17. haters are
your most
important
tenants
@JayBaer
#multifamilysms16

18. customer service is the new marketing

19. THE HATRIX…
@JayBaer
#multifamilysms16

20. offstage haters
want an answer
@JayBaer
#multifamilysms16

21. 9 out of 10
offstage haters
expect a reply
@JayBaer
#multifamilysms16

23. onstage haters
want an audience
@JayBaer
#multifamilysms16

24. fewer than half
of onstage haters
expect a reply
@JayBaer
#multifamilysms16

25. blow their
minds and win
their hearts
@JayBaer
#multifamilysms16

26. answering one
complaint online
increases
customer love as
much as 25%
@JayBaer
#multifamilysms16

27. @JayBaer
#multifamilysms16

28. @JayBaer
#multifamilysms16

29. 80% of americans
trust online
reviews as much
as personal
recommendations
@JayBaer
#multifamilysms16

32. go back and
answer the first
2 pages of
reviews
everywhere
@JayBaer
#multifamilysms16

33. 34%
66%
onstage offstage
@JayBaer
#multifamilysms16

35. 40% of social media
haters expect a reply
within one hour

36. 40% of social media
haters expect a reply
within one hour

37. Hug Your
Haters
tips
@JayBaer
#multifamilysms16

38. recognize,
then empathize
@JayBaer
#multifamilysms16

40. Jay Baer’s
rule of reply
only twice
@JayBaer
#multifamilysms16

41. customer
service is a
spectator sport
@JayBaer
#multifamilysms16

42. BE FAST
everywhere
@JayBaer
#multifamilysms16

43. 40% of social
media haters
expect a reply
within one hour
@JayBaer
#multifamilysms16

44. @JayBaer
#multifamilysms16

45. businesses take
an average of 44
hours to reply
to an email
@JayBaer
#multifamilysms16

46. speed matters
on the
phone too
@JayBaer
#multifamilysms16

47. hugyourhaters.com
Stories
Data
Poster!
Step-by-Step

48. haters are not
your problem…
Ignoring
them is
@JayBaer
#multifamilysms16

49. haters only
know what
they can see
@JayBaer
#multifamilysms16

50. 80% of companies
say they deliver
exceptional
customer service
@JayBaer
#multifamilysms16

51. 8% of their
customers
agree
@JayBaer
#multifamilysms16

52. every complaint
every channel
every time
@JayBaer
#multifamilysms16

53. be different
out-hug your
competition
@JayBaer
#multifamilysms16

54. Hug Your
Haters

55. Jay Baer - SMMW15