Jay Baer’s Top Tips for Handling the Haters using Social Media
Jay Baer, the founder of Convince & Convert, is a genius when it comes to developing social media and customer service strategies.
He has helped countless big name companies, including Allstate and The United Nations, boost their brand and improve their image with customers.
Today, he sits down to discuss details from his top-selling book, Hug Your Haters.
Plus, he offers his expertise and insight on social customer service’s two complaining customer types: the onstage and offstage haters.
Where Are the Haters?
The term “haters” is not meant to be derogatory. Instead, Baer uses it as a catchy way to point out how companies need to embrace their complaining customers. Often, doing so not only solves their problems but keeps them loyal. Furthermore, it prevents any brand tarnishing online.
Who Are the Onstage Complainers?
Those consumers who are onstage complainers are ones that take their complaints online. They might post a review through a website or reach out on social media and leave a negative complaint there. Baer points out that the onstage group is much younger, social media savvy, and has no qualms about complaining in public.
Onstage complainers are damaging for businesses because they can quickly ruin a company’s reputation.
How Does a Company Help the Onstage Complainers?
For onstage complainers, Baer recommends the FEARS approach, which includes:
Who Are the Offstage Complainers?
Offstage complainers are those who are not publicly complaining about a company. Instead, they email or phone their complaints directly to the customer service line. While these are less damaging to a company’s reputation, they must be handled promptly.
Baer points out that ignore an offstage complainer could turn them quickly towards onstage complaints – which are devastating for a company.
How Does a Company Handle Offstage Complaints?
Now that everyone knows it is important to deal with offstage complaints, Baer offers a different acronym for how to manage these consumers.
Baer refers to the HOURS acronym to handle offstage complaints:
Deploy Strategies for Both Groups
A company’s customer service is successful only if they know how to handle the two main types. The procedure for onstage should never be the same as offstage.
When companies put customers first, they will notice an increase in positive feedback, decreased online complaints, and consistent brand loyalty.
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August 8, 2017 at 09:57AM