Knowing how to deal with customer complaints can make or break a business. In fact, it may even seem counter-intuitive, but a business owner’s ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied customers into active promoters of the business.

And that’s exactly what today’s guest, NY Times bestselling author Jay Baer teaches in his new marketing book lovingly titled Hug Your Haters. Join us as we discuss:

• how, where and why people complain
• how and when consumers expect a response when they complain
• the impact of answering (or ignoring) a customer
• the differences in complaint type and expectations by industry

Plus I share a wonderful a Small Business Big Marketing Forum Member has had with a simple video marketing play, an interesting request from a listener who thinks we need an episode on photography (specifically headshots), and I’ve got a motivational marketing quote that will have you anxiously looking at your watch!

Yep, another big episode of Australia’s best marketing podcast. Let’s do this!

EPISODE TIMELINE

00:28  Welcome & overview
02:50  A Forum Member shares a little win (actually, I think it’s a big one)
05:48  Today’s guest introduction – Jay Baer, author of Hug Your Haters
07:53  Interview with Jay Baer – Part 1
20:48  Insights into Netregistry & Key Person Of Influence
23:11  Interview with Jay Baer – Part 2
51:02  My top 3 attention grabbers from my chat with Jay Baer
53:23  Motivational marketing quote of the week
53:45  Listener feedback and idea
56:31  I appeared on a listener’s podcast
58:16  Wrap-up and insights into next week’s guest

EPISODE SPONSORS (PLEASE SUPPORT THEM)

Netregistry special offer – Get your online marketing sorted. Websites from $79 / month.

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What are you up for? Business? Horror? Romance? It’s all here.

RESOURCES & LINKS MENTIONED

Marketing speaker and author Jay baer’s official website
Buy Jay Baer’s book Hug Your Hater’s
My appearance on the Luke & Susie Show
Thanks photographer & listener Tony Rogers for an idea for an upcoming episode

MY TOP 3 MARKETING ATTENTION GRABBERS FROM THIS EPISODE

1. 1. Adopt the Hug Your Haters mindset! Embrace them for all they’re worth. 
   2. Actively encourage feedback and make it easy for people to provide it.
   3. Take the complaint offline after two responses from the hater. Otherwise I can see it becoming a mudslinging match.

INSPIRATIONAL MARKETING QUOTE

Neil Fiore once said …

“There’s a myth that time is money. In fact, time is more precious than money.
It’s a non-renewable resource. Once you’ve spent it, and if you’ve spent it badly, it’s gone forever.”

OVER TO YOU …

What was your biggest marketing learning or ah-ha moment from this episode?

Leave your comment below.

My guest and I respond to each and every comment.