Subscribe
Join 40,000+ sales and marketing pros who receive our 4x a week insights, tips, and best practices.
Thank you! You have been subscribed.

Free Guide: The Ultimate Inbound Marketing Strategy Playbook 2022

Download the Playbook
Fill out the form to get your playbook
Thank you! You have been subscribed.
... Inbound Marketing Marketing Strategy
Close
The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

The Ultimate Inbound Marketing Strategy Playbook 2022
Read the Playbook
The Ultimate Inbound Marketing Strategy Playbook 2022
Free Inbound Marketing Playbook
View The Ultimate Inbound Marketing Strategy Playbook 2022
The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

Take your inbound strategy to the next level

  • Master the 7 principles of highly effective inbound marketing
  • Dramatically improve your inbound sales
  • Get more buy-in at your company

Why Hugging Your Haters Can Help Improve Customer Relationships

By Ramona Sukhraj

Ramona Sukhraj also recommends this free guide: The Ultimate Inbound Marketing Strategy Playbook 2022.

Why Hugging Your Haters Can Help Improve Customer Relationships

In the past, companies were obsessed with making everyone love them.

Free Guide: The Ultimate Inbound Marketing Strategy Playbook 2022

Even though we all know it’s impossible for everyone to love us, it could hurt to try, right?

As a result, business owners would (and still do) freak out when someone says something negative about them online or they got an overly-critical review in the media, but now they are starting to change their tune.

Haters are now viewed as a necessary evil that all businesses have to deal with.

Thanks to social media and sites like Yelp, Angie's List, etc. and the perceived anonymity of the internet, people are sharing their critical and hateful opinions without hesitation or remorse -- but this doesn’t have to spell disaster for your organization.

In his latest book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, Jay Baer shows how haters are actually a good thing.

If the idea of dealing with haters makes you uncomfortable or customer service isn’t your strong suit, you’ll definitely want to give this book a read.

How to Make Customer Service Interactions Count

Hug Your Haters is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services.

According to Baer,customer service is the new marketing – and since modern marketers end up interacting with the most customers publicly, it’s important that we all understand customer service to do our jobs well.

You might be afraid of complaints, but it's time to change your mindset.

People that complain are putting in an effort to share their opinions, which is much more valuable to your business than the silent frustration of the unimpressed customer.

Complaints can easily be dealt with, and when you handle them the right way, you will see positive results. Here’s how.

1. Seek Our Your Haters

Baer suggests actively seeking out complaints, criticisms, and things that simply make your customers less than happy. If you wait for your haters to find you, it’s already too late.

Customer complaints are indications of areas in your business that need improvement – the quicker you can address those issues, the better off your business will be now and in the future.

2. Address All Complaints

It’s natural to write-off some complaints that you think don’t matter, but that’s not always the best move.

In many cases, if one person has a specific complaint, there are thousands of others who have the same complaint but have chosen to keep it to themselves.

Of course, not every complaint is valid or needs to be fixed, but you should at least look into every complaint you can find.

At a minimum, let your customer know that their voice is heard and possibly offer an explanation of your point of view, a solution, or some sort of compensation.

3. Create a “Hatrix” to Guide Your Responses

A Hatrix is an internal document for your customer service and social media marketing teams to reference when dealing with haters.

Your Hatrix basically sets the guidelines for how your employees should respond to haters based on the context of their complaint – where they complained, the type of complaint, who they are, etc.

(Source)

Not all haters are created equal and you shouldn’t address all of them – especially the trolls, but you do want to document all of the legitimate to semi-legitimate complaints you receive as sometimes your haters are aware of small problems that can later turn into big issues.

The way you keep track of trends in either direction is by keeping track in the first place – with your Hatrix.

The Benefits of Hugging Your Haters

To continue on to the benefits of hugging your haters and more, click "keep reading" below. 

The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

The Ultimate Inbound Marketing Strategy Playbook 2022
Read the Playbook
The Ultimate Inbound Marketing Strategy Playbook 2022
The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

The Ultimate Inbound Marketing Strategy Playbook 2022

Take your inbound strategy to the next level

  • Master the 7 principles of highly effective inbound marketing
  • Dramatically improve your inbound sales
  • Get more buy-in at your company

Topics:

Marketing Strategy
Published on June 13, 2016

Recent Articles

What Small Business Leaders Need To Know to Thrive During a Recession
May 23, 2022 • 7 min read
Blog Editorial Calendar for 2022: Templates, Examples, and Tips
May 21, 2022 • 6 min read
Green Energy Inbound Marketing Strategy: The DIY Approach to Getting More Customers
May 7, 2022 • 9 min read
HubSpot Pricing: Your Guide to Everything HubSpot Costs for 2022
April 29, 2022 • 13 min read
33 Most Important IMPACT+ Resources To Train Your Marketing Team in 2022
April 26, 2022 • 13 min read
SaaS Inbound Marketing: How to Get Started With Your Strategy (+ Examples)
April 16, 2022 • 9 min read
5 Revenue Metrics You Should Be Measuring
March 29, 2022 • 6 min read
What Short-Term Wins Can We Expect With They Ask, You Answer?
March 15, 2022 • 6 min read
19 Business Blog Topics Your Audience Wants You To Write About
March 14, 2022 • 12 min read
10 Marketing KPIs You Should Be Tracking
March 3, 2022 • 9 min read
Why Does They Ask, You Answer Actually Get Results?
February 24, 2022 • 5 min read
Inbound Marketing for Financial Services Providers and Financial Advisors (+ examples)
February 19, 2022 • 10 min read
Sales vs Marketing in 2022: What’s The Difference?
February 7, 2022 • 7 min read
How To Set Marketing Goals Based on Business Goals
February 1, 2022 • 6 min read
Video Marketing: What Your 2022 Business Video Strategy Must Include
January 17, 2022 • 10 min read
8 Crucial Elements Every Homepage Design Should Have [+Video]
January 15, 2022 • 6 min read
5 Organizational ‘Cleanses’ To Start Your Year Off On the Right Foot
January 1, 2022 • 6 min read
What Should a 2022 Content Marketing Strategy Include?
December 30, 2021 • 9 min read
Brutally Honest Pros and Cons of They Ask, You Answer for Digital Marketing
December 7, 2021 • 10 min read
The Step-by-Step, 12-Month, DIY They Ask, You Answer Implementation Plan
December 2, 2021 • 16 min read
‘The Big 5’ Best Topics For Your Business Blog That Drive Traffic, Leads, and Sales (+ Video)
November 26, 2021 • 9 min read
Why Trust Is the True Currency for Any Business
November 16, 2021 • 5 min read
How To Get Started With They Ask, You Answer: Your First 6 Months
November 11, 2021 • 11 min read
How a Lack of Sales and Leadership Buy-in Is Killing Marketing Morale Worldwide
November 9, 2021 • 6 min read
Free Inbound Marketing Courses and Training
November 5, 2021 • 5 min read