Episode #112: How to Hug Your Haters with Jay Baer - a podcast by Jeff Brown

If you answer customer complaints at all, chances are you at least “pick your spots.”

In other words, you choose to engage your customers through only the handful platforms you prefer, whether that’s email, phone, social media, or something else.

Jay Baer, however, author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers insists that, to be effective, your organization needs to answer every complaint from every customer, regardless of platform, all the time!

Not only that, but Jay has the research to back up why this is so important. With it, he demonstrates that there are two types of complainers, each with very different motivations.

And, he includes a number of interviews, as well as case studies, from businesses who follow the Hug Your Haters formula and have transformed their business as a result.

To join my conversation with Jay, simply hit the play button below. You’re sure to learn a lot.

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In today’s episode, Jay and I discuss:



Several of the benefits to hugging your haters

The two types of haters and the key differences between them

The rise of what Jay calls “onstage” haters and what it means for your business

And much more!





This Episode is Sponsored By the Folks at UpDesk

Read to Lead is supported by UpDesk, helping you “take a stand” for your health.

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UpDesk will ship your desk free anywhere inside the contiguous US.

Go to ReadtoLeadPodcast.com/desk and find the one right for you. Get healthy at work!



Jay Baer’s Latest Book

You can pre-order your copy of Hug Your Haters: How to Embrace Complaints and Keep Your Customers right now?

Jay Baer in Action



Books Jay Recommends

Zombie Loyalists: Using Great Service to Create Rabid Fans by Peter Shankman

Procrastinate on Purpose by Rory Vaden

Jay Baer Resources

The best place to find out more about Jay is on his company website.

Here,

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