You're listening to the Creating a Brand podcast where we deliver weekly masterclass

interviews on topics to help you make your first or next step in business the right one.

I'm your host, Alex San Felipe.

Have you ever received negative feedback or a complaint? Or have you been attacked

by haters and trolls? We've all had this happen at one point or another and most of us decide just to

ignore them altogether. Today's guest is Jay Bear and he says that haters and trolls are our most

valuable customers and that we should nicely respond to each of them. This is unconventional wisdom that I have not followed in the past.

In today's conversation, Jay will walk us through points from his book,

Hug Your Hators.

Jay is going to teach us how to keep our customers by embracing these complaints.

Get ready to learn how to handle haters, trolls, and the complaints that you're receiving.

Here is my conversation with Jay Bear.

Music the complaints that you're receiving. Here is my conversation with Jay Bear. Jay, welcome to the Creating a Brand podcast. Alex, fantastic to be here. Thanks for having me.

You know, I have a confession to make before we get too far into this. Oh, God. Uh-oh.

Right? After reading your book,

Hug Your Hager's, which, fantastic name, by the way. Thank you. I realize that I've actually been handling haters, complaints, and trolls completely wrong. My assumption was it's best just to ignore them.

I had the mindset of I'll be the bigger person, right? And I'm sure, hopefully I'm not alone in this. Have you seen other people doing this as well? Oh, of course. I would say,

if anything, the conventional wisdom is that you should ignore the haters. But that conventional

wisdom is incorrect. My eyes have been opened, if you will, after reading this, I really realized

that I was missing out. And I want to definitely dive into that today. So to kind of start off, how can we embrace complaints? And why should we do that?

Well, number one, there's no perfect business. And you're always going to have dissatisfied

customers at some level, some more than others. And obviously you want to try and minimize that.

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