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! Jay Baer is my guest today, and he's an expert on making customers happy. You probably know the feeling of getting a complaint or criticism at work. But if you have an online presence, you probably know all about the power of bad reviews. Bad reviews can happen to anyone , no matter how hard we try to satisfy our customers. So listen as we learn to deal with bad reviews and hug your haters!
Connect With Jay:
Jaybaer.com
@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:
jaybaer.com @jaybaer on Twitter Jay Baer on LinkedIn Jay Baer on Facebook Convince & Convert Michael and Amy Port Scott McKain Mark Sanborn Tamsen Webster Debbie Goldberg Fresh Brothers Pizza 13 Words You Never Use When Replying to a Customer Kabbalah Gary Vaynerchuk Daniel Lemin Selectivor
