Episode 90 | November 14, 2017

Hug Your Haters; Turn Customers Who “hate” You Into Raving Fans with Jay Baer

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Mission #90

On Board: Jay Baer
Mission: Hug Your Haters; Turn Customers Who “hate” You Into Raving Fans

The Co-Pilot:

You probably know the feeling of getting a complaint or criticism at work. But if you have an online presence for your business, you know all about the power of bad reviews. Bad reviews can happen to anyone, no matter how hard we try to satisfy our customers. There’s a natural human tendency to get defensive and respond by justifying your side of the story. That approach can make negative feedback even more damaging. Instead, as you’ll learn in this episode, you should figuratively hug your haters!

Jay Baer, a five-time author of books including Hug Your Haters: How to Embrace Complaints and Keep Your Customers, is here to teach you how to handle those less-than-stellar reviews. He offers great advice on how to turn negative reviews around, as well as clear guidelines on when to cut your losses with unreasonable people and trolls.

A quick confession: I love every conversation I have on this show. I was so excited for this one that I forgot to hit “record” for a moment! So we’ll dive in a few minutes into the interview, with me having asked how he became such a great speaker.

Connect With Jay:

@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’t use ghostwriters. It’s 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’re 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’s thoughts on what people do in the name of “truth,” 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’s next business card? He suggests using lipstick.
  • [46:28] – What are Jay’s three top tips for living a stellar life? 1. Always surround yourself with people who are better than you. 2. Don’t 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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