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 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: