Haters are not your problem. . . . Ignoring them is.
A vast majority of companies claim to provide excellent customer service, yet only a small 8 percent of their customers actually agree. This book aims to bridge this gap by reimagining customer service to deliver outstanding experiences.
The rise of smartphones and social media has significantly transformed the way complaints are expressed. Critics or "haters" now have the ability to voice their dissatisfaction faster and more publicly than ever before. This has resulted in a surge of complaints, leading businesses to believe they should be selective in responding to criticism.
Bestselling author Jay Baer demonstrates why this approach is a grave mistake. Drawing on an extensive study of complaints and their underlying motivations, "Hug Your Haters" identifies two types of complainers:
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"Offstage haters" who seek solutions to their problems and complain through traditional channels like phone, email, and company websites, with the sole desire for answers, not seeking public attention.
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"Onstage haters" who are disappointed with traditional interactions and turn to social media, online review sites, and discussion boards to express their grievances. They want more than just solutions; they desire an audience to share their dissatisfaction.
The book provides practical strategies for dealing with both groups, featuring case studies from diverse businesses worldwide. It offers playbooks, formulas, and a helpful "Hatrix" poster, summarizing the best strategies for different situations. Additionally, it includes amusing and poignant examples of extreme haters and companies' remarkable responses with speed, empathy, and humanity.
Regardless of your business size, from small shops to global brands, you are bound to encounter haters, and ignoring them is not an option. Baer's insights and tactics will teach you how to embrace complaints, leverage haters to your advantage, and transform negative feedback into positive outcomes.
