Hug Your Haters


Any of us that start any organization want to be excellent at what we do.  Why else would we start?  But there are times that even the best companies fall short.  We miss the mark.  And in those moments, we create what Jay Baer calls “Haters.”  In today’s DMJ podcast we talk about Jay’s new book and why you should “Hug Your Haters!”  Listen to the DMJ Podcast here.

So what do you do when you have someone complain?  Does it matter how they complain?  Do you do everything you can to make it right?  Here’s a stat that should scare you:

Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree.

Yikes.  As Jay says in the book, however, “Haters are not your problem.  Ignoring them is.”  In Hug Your Haters, Jay digs deep into the research of customer interaction both online and offline.  He explains that “haters” fall into one of two categories; offstage or onstage.

Offstage Haters:  These are your more “traditional” complainers that use email or phone.  They reach out directly to the company to get their issue (hopefully) resolved.

Onstage Haters:  This is the evolution of the complainer that take to social media to express their frustration.

Long story short, Hug Your Haters lent credibility and research to what I have always believed.  If you address these folks (like a human being) you have a great shot at repairing these relationships.  As a matter of fact, Jay’s research shows you have a chance to turn “haters” into “advocates.”

So when you get that complaint of Facebook about a product you sold or a service you provided, you can ignore it or you can address it.  But remember what Jay says, “Haters are not your problem.  Ignoring them is.”

Have you subscribed to the Podcast yet?  You can keep up with Delivering Marketing Joy each and every business day!  Do it now at iTunes here, Soundcloud or at Stitcher.

Want to keep up all the time?  Make sure to join our VIP List!  Our VIP’s get an email with the latest content…and other special offers as well.  Join here.


9 Years of Delivering Marketing Joy

9 Years of Delivering Marketing Joy

I did the math yesterday...and it was a bit of a milestone. Yesterday was the 9th anniversary of Delivering #MarketingJoy!  As you may (or may not) know, Delivering #MarketingJoy is my weekly interview show/podcast where I get the chance to interview experts in the...

read more
Life Is Not Fair.  So What?

Life Is Not Fair. So What?

We were all seated around a kitchen table talking.  The group was filled with men and it was designed to be a place where we could express challenges in a safe place.  We had made it around the table and the last person was sharing what a challenging year it has been...

read more
Hit The Target:  The Target Marketing Framework

Hit The Target: The Target Marketing Framework

Targeted Marketing is an essential element for any business to thrive in today’s marketplace. The success of a business depends on how effectively it reaches its TARGET audience and how it positions itself as the go-to solution for the audience’s needs. You don’t want...

read more
The Longer The Idea Sits

The Longer The Idea Sits

Each morning during the week, I walk/run for a couple of miles to get my blood flowing.  It helps with my fitness, but that was not originally the point.  The idea is to get my blood pumping and brain working.  It's been a great habit that helps me start my day on the...

read more

Let's Connect:

Get Your FREE Copy of The Give First Economy

the give first economy kirby hasseman

Better Business University

better business university

Pin It on Pinterest