Hug Your Haters: How to Embrace Complaints and Keep Your Customers, by Jay Baer.
Published by Penguin, 2016.
Haters are not your problem. . . .
Ignoring them is.
80% of companies say they deliver outstanding customer service, but only 8% of their customers agree. This book will help you close that gap by re-configuring your customer service to deliver knockout experiences.
The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms.
Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations.
Baer shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world.
Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.
If you've ever struggled with how to respond to a disappointed customer, a grumpy product reviewer, an upset distributor, a thorny colleague, or even a crazy Twitter troll (and who hasn't) this is the book for you.
Baer uses studies, science and real world examples to show you exactly what to say when you-know-what hits the fan. Thankfully, he also lets you know when & how to say it.
Hug Your Haters is filled with real-world exchanges between customer service reps and clients; the scripts and strategies are effective for not only de-escalating frustration but for wowing those customers with empathy, understand and solutions. Baer explains how responding at the right time with the right words can convert a disappointed customer into a loyal brand evangelist.