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.
- 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!
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
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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
- Adopt the Hug Your Haters mindset! Embrace them for all they’re worth.
- Actively encourage feedback and make it easy for people to provide it.
- 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.