Hey Readers,
As we’re nearing the end of Hug Your Haters by Jay Baer, let’s talk about the reasons why we may not respond to complaints, and some practical tips on how to respond.
The author explains that there can be a few different reasons why a business owner may not respond to complaints or bad reviews. It could be because they don’t have enough time to answer, the thought that the customer was wrong or exaggerating, a concern that the customer may be trying to get something for free, uncertainty of how to respond, or being impacted by the personal nature of the comments which can make it hard to respond calmly.
For me, personally, the complaints and bad reviews always hit me hard. It was difficult to hear folks exaggerate the bad things about my shop, and I tended to ignore the really bad reviews. But since reading the book and seeing the big value and potential advocacy improvements by responding, I would absolutely shift my strategy to answer every comment and review.
The author says that a good way to respond to public complaints is to do so calmly, recognize and address their concerns, and offer a solution. In Chapter 7, he shared the acronym FEARS, which stands for: Find all mentions, display Empathy, Answer publicly, Reply only twice, Switch Channels.
We’d love to hear your answers in the comments:
- Share a complaint or bad review that you didn’t respond to.
- Why didn’t you respond?
- How would you respond to it now?
You can also get some extra bonus content not in the book, see some workshops and webinars, and more at their website, www.hugyourhaters.com
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Happy reading,
Pesso
