summary ofHug Your HatersBook by Jay Baer

first KEY POINT

Businesses need to learn to see criticism as a means to getting better

Dealing with people who would never leave a compliment for a job well done is always very hectic and annoying. Yet the same people would latch on to any opportunity to show how displeased they are with services that, in their perspective, fall short of the standard. These are the people Baer calls the haters. They are customers who bring negative feedback about the products and services of a company. A traditional customer care representative would want to take the easier route of ignoring these extreme cases of critique. Unfortunately, that would be throwing away all the salt to not over-salt the meal.

The initial goal of every business is customer satisfaction; profit-making should be secondary. In that case, businesses must learn to see customers’ complaints as added insights for improvement and not burdens to be trashed. In addition, they must realize that the level of competition in the 21st-century market is such as has never been in all history. One way to stand out from other rivals is to step up your customer service experience. Make your users your top priority. Take criticisms and complaints from customers as insights you need to grow your brand and stand out in the market.This summary intends to make business owners fall in love with critiques. Appreciate your haters who bring negative observations and complaints about your brand. Although it is not easy to like haters, that wouldn’t be the case if businesses realized that complaints are catalysts that stimulate improvement. Some benefits of criticism are:• It brings the perspective of the world to the company’s desk.
• It helps businesses see themselves from the lenses of the public.
• It allows firms to make necessary amends to serve the public better.In this summary, you’ll find clear-cut strategies for having a better perspective and making adequate use of criticisms.