Podcasts Culture Stellar Life 90. Hug Your Haters; Turn Customers Who "hate" You Into Raving Fans with Jay Baer

90. Hug Your Haters; Turn Customers Who "hate" You Into Raving Fans with Jay Baer

Published: Nov. 14, 2017, 10 a.m.

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A quick confession: I love every conversation I have on this show. I was so excited for this one that I forgot to hit \\u201crecord\\u201d for a moment! Jay Baer is my guest today, and he\'s an expert on making customers happy. You probably know the feeling of getting a complaint or criticism at work. But if you have an online presence, you probably know all about the power of bad reviews. Bad reviews can happen to anyone , no matter how hard we try to satisfy our customers. So listen as we learn to deal with bad reviews and hug your haters!

Connect With Jay:

Jaybaer.com
 @jaybaer on Twitter
 Jay Baer on LinkedIn
 Jay Baer on Facebook
 Convince & Convert

The Mission Log:

  • [01:56] - We learn that Jay had a microphone in his hand from a young age, which contributed to his comfort as a speaker. He then discusses two other pieces that contribute to being a great speaker.
  • [03:59] - Talks have to be fun, Jay points out, both for the audience and for his sake.
  • [05:21] - Jay discusses how he prepares for his presentations and adapts to the lifestyle necessary as a speaker. He then talks about using time on planes.
  • [08:52] - How did Jay choose his job, and what drives him?
  • [11:54] - Jay writes his books himself or with co-writers, but doesn\\u2019t use ghostwriters. It\\u2019s actually faster for him to write them himself. He then discusses his process for writing books.
  • [14:37] - What, in marketing, has changed in the last 25 years? And what do we still do the same way?
  • [16:27] - Jay discusses how he came up with the idea of hugging your haters.
  • [18:33] - One of the things that Jay discovered in his research is that a third of customer complaints are never answered.
  • [20:58] - How do you connect with and answer everyone across all your platforms when you\\u2019re already incredibly busy with running a business?
  • [23:43] - Jay talks about his tips for answering a review, exploring some major risks or traps that people tend to fall into.
  • [27:19] - Does Jay have examples of good and bad answers?
  • [31:11] - Orion talks about a recent Kabbalah class that she took addressing truth and mercy, and relates this to what Jay has been saying. Jay then talks about a trait that people who are great at customer service have in common.
  • [33:50] - We hear Orion\\u2019s thoughts on what people do in the name of \\u201ctruth,\\u201d and the potential for role reversal between the oppressed and the oppressors.
  • [35:34] - Jay elaborates on the topic of mercy, explaining that companies need to have mercy for unhappy customers, but customers sometimes need to have a little bit of mercy for companies as well.
  • [38:41] - Jay discusses dealing with the extreme cases online, offering advice for how to deal with potential trolls online.
  • [40:44] - Orion ties what Jay has been saying to something that Gary Vaynerchuk credits with his success.
  • [41:21] - How do you create raving fans?
  • [43:05] - Jay offers advice on the process of doing things that surprise your customers, which he explained is the key to creating raving fans.
  • [45:21] - Does Jay have any brilliant ideas for Orion\\u2019s next business card? He suggests using lipstick.
  • [46:28] - What are Jay\\u2019s three top tips for living a stellar life? 1. Always surround yourself with people who are better than you. 2. Don\\u2019t be afraid to delegate. 3. Spend as much time as you can around young people.
  • [49:05] - Jay takes a moment to rave about his friend Daniel Lemin, who is a co-founder at Selectivor.
  • [50:28] - Where can people find Jay?

Links and Resources:

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