1.
Hug Your
Haters

2.
Failing to respond on a
review site decreases
advocacy by 37%

3.
Failing to respond on a
review site decreases
advocacy by 37%

4.
Not answering
complaints
decreases
customer
advocacy
@JayBaer
#multifamilysms16

5.
answering
complaints
INCreases
customer
advocacy
@JayBaer
#multifamilysms16

6.
haters are not
your problem…
Ignoring
them is
@JayBaer
#multifamilysms16

7.
every complaint
every channel
every time
@JayBaer
#multifamilysms16

8.
hugging your
haters keeps
your customers
@JayBaer
#multifamilysms16

9.
@JayBaer
#multifamilysms16

10.
@JayBaer
#multifamilysms16

11.
@JayBaer
#multifamilysms16

12.
customer
service is the
new marketing
@JayBaer
#multifamilysms16

13.
hugging your
haters makes you
a better property
owner/manager
@JayBaer
#multifamilysms16

14.
haters are
the canary in
the coal mine
@JayBaer
#multifamilysms16

15.
@JayBaer
#multifamilysms16

16.
haters are the
unelected
representatives
of the “meh”
middle
@JayBaer
#multifamilysms16

17.
haters are
your most
important
tenants
@JayBaer
#multifamilysms16

18.
customer service is the new marketing

19.
THE HATRIX…
@JayBaer
#multifamilysms16

20.
offstage haters
want an answer
@JayBaer
#multifamilysms16

21.
9 out of 10
offstage haters
expect a reply
@JayBaer
#multifamilysms16

22.
onstage haters
want an audience
@JayBaer
#multifamilysms16

23.
fewer than half
of onstage haters
expect a reply
@JayBaer
#multifamilysms16

24.
blow their
minds and win
their hearts
@JayBaer
#multifamilysms16

25.
answering one
complaint online
increases
customer love as
much as 25%
@JayBaer
#multifamilysms16

26.
@JayBaer
#multifamilysms16

27.
@JayBaer
#multifamilysms16

28.
80% of americans
trust online
reviews as much
as personal
recommendations
@JayBaer
#multifamilysms16

29.
go back and
answer the first
2 pages of
reviews
everywhere
@JayBaer
#multifamilysms16

30.
34%
66%
onstage offstage
@JayBaer
#multifamilysms16

31.
40% of social media
haters expect a reply
within one hour

32.
40% of social media
haters expect a reply
within one hour

33.
Hug Your
Haters
tips
@JayBaer
#multifamilysms16

34.
recognize,
then empathize
@JayBaer
#multifamilysms16

35.
Jay Baer’s
rule of reply
only twice
@JayBaer
#multifamilysms16

36.
customer
service is a
spectator sport
@JayBaer
#multifamilysms16

37.
BE FAST
everywhere
@JayBaer
#multifamilysms16

38.
40% of social
media haters
expect a reply
within one hour
@JayBaer
#multifamilysms16

39.
@JayBaer
#multifamilysms16

40.
businesses take
an average of 44
hours to reply
to an email
@JayBaer
#multifamilysms16

41.
speed matters
on the
phone too
@JayBaer
#multifamilysms16

42.
hugyourhaters.com
Stories
Data
Poster!
Step-by-Step

43.
haters are not
your problem…
Ignoring
them is
@JayBaer
#multifamilysms16

44.
haters only
know what
they can see
@JayBaer
#multifamilysms16

45.
80% of companies
say they deliver
exceptional
customer service
@JayBaer
#multifamilysms16

46.
8% of their
customers
agree
@JayBaer
#multifamilysms16

47.
every complaint
every channel
every time
@JayBaer
#multifamilysms16

48.
be different
out-hug your
competition
@JayBaer
#multifamilysms16

49.
Hug Your
Haters

50.
Jay Baer - SMMW15