In this episode of Real Estate Pros, we’re joined by New York Times best-selling author Jay Baer to help us understand why embracing complaints about you or your company can strengthen your real estate business.

We’ll explore the extensive study Jay conducted in partnership with Edison Research behind why people complain about businesses, the different channels they use to complain and the strategies you can apply in your business to turn “haters” into raving fans.

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This Episode…

You probably think you’re pretty good at customer service. After all, 80% of companies say they deliver superior customer service.

But guess what? Only 8% of their customers agree. There is no shortage of online real estate agent review sites these days – some agents live and die by them. But for every positive review, there is an equal amount – if not more – negative reviews and comments on other sites, social media profiles and discussion forums.

Technology has evaporated the barriers for people to voice their opinion about your company. With smartphones and always-on internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating and addressing these complaints.

Today, customer service is a spectator sport. Are you prepared?

Jay Baer and Edison Research conducted a landmark study of more than 2000 consumers and found that not all complainers (“haters”) are created equal.

Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives a step-by-step process to magnify the impact of happy customer interactions and to minimise the impact of haters and complainers.

Customers expect more from real estate business than ever, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows readers how to embrace complaints and turn bad news into good.

Hug Your Haters is due out 1 March 2016 – Click here to pre-order your copy.

About Jay Baer

Jay Baer is a hype-free digital marketing strategist, speaker and New York Times best-selling author. He founded Convince & Convert in 2008. This is the fifth marketing services firm he’s started or managed.

Jay has consulted with more than 700 companies on digital marketing since 1994 including Caterpillar, Nike, California Travel & Tourism Commission, Billabong and 30 of the Fortune 500. He was named one of America’s top social media consultants by Fast Company magazine and the Convince & Convert blog is ranked as the worlds No.1 content marketing resource by the Content Marketing Institute.

An active angel investor, he’s also involved in an advisory capacity with several social media and content marketing start-up companies.

At Convince & Convert, he oversees big picture ideas for corporate clients, helps agency customers understand and profit from social and digital services, and spreads the gospel of social and content acceleration with dozens of speaking engagements annually. He also buys all the drinks.

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