In most of business history, customer service was viewed as a necessary evil that didn’t have a lot of repercussions if it was done poorly, or not at all. Realistically, how many people could a single person tell about their experience with you? Oh, how times have changed.
In the world of the internet, customer service has become a spectator sport, according to today’s guest, Jay Baer, author of Hug Your Haters. All your interactions are playing out on the social media stage, and this can work for you or against you. And if you take advantage of it, the good it can do will scale so much that your happy customers will do your marketing FOR you.
At 2:00 – Jay explains how customer service is being disrupted in the same way marketing has been, and the ways entrepreneurs have had to change their thinking about it. He also discusses the practicality of small businesses entering the social media stage.
At 9:00 – Jay breaks down the numbers when it comes to customer complaints going unanswered, and where the majority of those complaints are found. It’s a huge missed opportunity for businesses.
At 12:00 – There are always customers who are unreasonable, and Jay gets to the heart of the message in his book that explains how to deal with customers like that, and whether it’s worth your time or not.
At 19:00 – Jay talks about the concept of ‘strategic ignorance,’ how it hurts businesses, and when it’s okay not to respond to customers. There’s also a surprising place you can adjust your budget to take on the complaints you should be addressing.
At 26:00 – There’s an often-missed psychological impact on the people who answer customer complaints, especially when it’s the business owner. Jay talks about how to deal with it, and his vision for customer service in the future.