Social Business, Social Media Strategy, Social CRM, Social Media Staffing and Operations

You’re Pissed Off at the Wrong Guy

Of course it’s upsetting when a customer slams you via tweet, status message, blog comment or humorous video.

But it’s not like social media created negativity, it just puts a magnifying glass to it.

you re pissed off at the wrong guy Youre Pissed Off at the Wrong GuyDo you know why you don’t get angry when customers call customer service and say all kinds of crazy, depressing stuff about your brand? Because you’re not on the other end of the phone. If you listened in, you’d be just as angry about that as you are about negative tweets. The public and immediate nature of getting slammed via social is what stings. But, one of greatest benefits of social media is that it puts the shortcomings of your operations department in marketing’s lap, and vice-versa. Ultimately, this will make for stronger companies.

But meanwhile, you need to recognize that the ire you direct at the customer that DARED to slam you in a blog comment is wholly misplaced. The customers that take you to task in social media aren’t the ones you need to worry about. It’s the customers that don’t care enough to even complain – or have forgotten you entirely – that are truly dangerous to your corporate well-being.

you re pissed off at the wrong guys Youre Pissed Off at the Wrong GuyIn Arizona (where I live for a few more days), there are a lot of pick-up trucks. Almost invariably, the Chevy trucks have the sticker on the back featuring Calvin peeing on the Ford logo. And the Ford trucks have the pee on Chevy sticker. Sure, if you’re Scott Monty of Ford Motor Co. and you’re vacationing in Arizona (as he does), and you see a bunch of pee on Ford stickers, that’s unfortunate. But at least those customers care enough about the category and brands within it to state their preference. Have you ever seen a “Pee on Pontiac” sticker?

Your problem isn’t social media negativity. Your problem is the silent blahs – the legions of customers that don’t really care one way or the other.

A negative comment at least gives you the opportunity to find it, learn from it, and perhaps even turn disappointment into approval with fancy customer service dance moves. The silent blahs creep up on you from out of nowhere, like Lyme Disease or the effects of a third margarita.

So stop wasting your energy getting all wound up about 140-character complaints, and direct some of your best thinking to how you can get the people who think you’re as interesting as rice cakes to care about your brand one way or the other.

(image by JelleS)

  • http://chuckreynolds.us Chuck Reynolds

    Interesting you post this as we have a small Arizona business owner Yelp disaster on our hands.

    http://blogs.phoenixnewtimes.com/bella/2010/08/

    I'm sure you've seen it and/or have read at least SOME of the comments… Handled completely wrong by the biz owner and regarding your 2nd to last paragraph… did she “learn form it”? or “turn disappointment into approval”? nope…

    And I used to have a pee on ford sticker… when I was a chevy loving 16 year old… clearly gone are those days. My Xterra remains sticker free. :)

  • debraellis

    Hi Jay,

    You touched on several points that are close to my heart. The most important one is that customers who complain, whether it is directly to you or indirectly via a public platform are your best friends. They shine the light on your problems, so you don't have to go searching for them. As such, they should be celebrated, maybe even rewarded.

    Every marketer should spend some time with the customer service team at least once a month listening to complaint calls. It is guaranteed to open your eyes to the challenges faced by the people you serve and your coworkers.

    And finally, if your products are good enough to make people passionate about them (even when the passion is in the form of a complaint), the heavy lifting is done. It is much easier to market things that inspire passion then items with nonchalant users.

    Good luck on the move!

  • debraellis

    Hi Jay,

    You touched on several points that are close to my heart. The most important one is that customers who complain, whether it is directly to you or indirectly via a public platform are your best friends. They shine the light on your problems, so you don't have to go searching for them. As such, they should be celebrated, maybe even rewarded.

    Every marketer should spend some time with the customer service team at least once a month listening to complaint calls. It is guaranteed to open your eyes to the challenges faced by the people you serve and your coworkers.

    And finally, if your products are good enough to make people passionate about them (even when the passion is in the form of a complaint), the heavy lifting is done. It is much easier to market things that inspire passion then items with nonchalant users.

    Good luck on the move!

  • debraellis

    Hi Jay,

    You touched on several points that are close to my heart. The most important one is that customers who complain, whether it is directly to you or indirectly via a public platform are your best friends. They shine the light on your problems, so you don't have to go searching for them. As such, they should be celebrated, maybe even rewarded.

    Every marketer should spend some time with the customer service team at least once a month listening to complaint calls. It is guaranteed to open your eyes to the challenges faced by the people you serve and your coworkers.

    And finally, if your products are good enough to make people passionate about them (even when the passion is in the form of a complaint), the heavy lifting is done. It is much easier to market things that inspire passion then items with nonchalant users.

    Good luck on the move!

  • debraellis

    Hi Jay,

    You touched on several points that are close to my heart. The most important one is that customers who complain, whether it is directly to you or indirectly via a public platform are your best friends. They shine the light on your problems, so you don't have to go searching for them. As such, they should be celebrated, maybe even rewarded.

    Every marketer should spend some time with the customer service team at least once a month listening to complaint calls. It is guaranteed to open your eyes to the challenges faced by the people you serve and your coworkers.

    And finally, if your products are good enough to make people passionate about them (even when the passion is in the form of a complaint), the heavy lifting is done. It is much easier to market things that inspire passion then items with nonchalant users.

    Good luck on the move!

  • debraellis

    Hi Jay,

    You touched on several points that are close to my heart. The most important one is that customers who complain, whether it is directly to you or indirectly via a public platform are your best friends. They shine the light on your problems, so you don't have to go searching for them. As such, they should be celebrated, maybe even rewarded.

    Every marketer should spend some time with the customer service team at least once a month listening to complaint calls. It is guaranteed to open your eyes to the challenges faced by the people you serve and your coworkers.

    And finally, if your products are good enough to make people passionate about them (even when the passion is in the form of a complaint), the heavy lifting is done. It is much easier to market things that inspire passion then items with nonchalant users.

    Good luck on the move!

  • debraellis

    Hi Jay,

    You touched on several points that are close to my heart. The most important one is that customers who complain, whether it is directly to you or indirectly via a public platform are your best friends. They shine the light on your problems, so you don't have to go searching for them. As such, they should be celebrated, maybe even rewarded.

    Every marketer should spend some time with the customer service team at least once a month listening to complaint calls. It is guaranteed to open your eyes to the challenges faced by the people you serve and your coworkers.

    And finally, if your products are good enough to make people passionate about them (even when the passion is in the form of a complaint), the heavy lifting is done. It is much easier to market things that inspire passion then items with nonchalant users.

    Good luck on the move!

  • http://twitter.com/kworkmanflood/status/20292503792 Kelly Workman-Flood

    Jay Baer Blog: You’re Pissed Off at the Wrong Guy http://bit.ly/bUkBNg Full http://bit.ly/b5Napa

  • http://twitter.com/crocbites/status/20292623349 Croc Bites

    More on Twitter as a customer service channel from @jaybaer – don't shoot the messenger! http://ht.ly/2kLLJ

  • http://twitter.com/veillesmo/status/20292681390 Medias Sociaux

    You’re Pissed Off at the Wrong Guy http://bit.ly/9gv3Fu /via @jaybaer

  • http://twitter.com/stacieinatlanta/status/20292681474 Stacie H Connerty

    You’re Pissed Off at the Wrong Guy: Of course it’s upsetting when a customer slams you via tweet, status message, … http://bit.ly/baFpkz

  • http://twitter.com/hotspotpromo/status/20292681393 Darlene Hull

    Rt @jaybaer You’re Pissed Off at the Wrong Guy: Of course it’s upsetting when a customer slams you via tweet, stat… http://bit.ly/ce1pGQ

  • http://twitter.com/tinhangliu/status/20292681457 Tin Hang Liu

    RT @jaybaer You’re Pissed Off at the Wrong Guy http://bit.ly/d3WtvL #SMM

  • http://twitter.com/epopdev/status/20292681408 Jim Weldon

    You’re Pissed Off at the Wrong Guy: Of course it’s upsetting when a customer slams you via tweet, status message, … http://bit.ly/baFpkz

  • http://twitter.com/blogmanana/status/20292681421 Blog Manana

    New @jaybaer You’re Pissed Off at the Wrong Guy http://bit.ly/baFpkz

  • http://twitter.com/wissensauslese/status/20292681500 Wissensauslese

    RT @jaybaer: You’re Pissed Off at the Wrong Guy: Of course it’s upsetting when a customer slams you via … http://bit.ly/amPF1s #marketing

  • http://twitter.com/f2facebook/status/20292681522 Face to Facebook

    RT @jaybaer You’re Pissed Off at the Wrong Guy http://bit.ly/d3WtvL #SMM

  • http://twitter.com/doktormarketing/status/20292681576 Doktor Marketing

    You’re Pissed Off at the Wrong Guy http://bit.ly/baFpkz #ConvinceandConvert

  • http://twitter.com/larsv/status/20293401245 Lars Voedisch

    RT @jaybaer: You're Pissed Off at the Wrong Guy. It's not about negativity! http://bit.ly/c4CYBC

  • http://twitter.com/jaygilmore/status/20293775698 Jay Gilmore

    You’re Pissed Off at the Wrong Guy http://bit.ly/cbELxB

  • http://twitter.com/claudiovaccaro/status/20294201537 Claudio Vaccaro

    You’re Pissed Off at the Wrong Guy http://bit.ly/baFpkz

  • http://twitter.com/birdbathbuzz/status/20294335709 Chris Isaac

    You're Pissed Off at the Wrong Guy http://ow.ly/18qmNs

  • http://twitter.com/vsginc/status/20294357367 Velocity Solutions

    You Are Pissed Off at the Wrong Guy | Social Media Staffing and … http://ow.ly/18qmDB

  • http://twitter.com/thewhirlers/status/20294362762 The Whirlers

    You're Pissed Off at the Wrong Guy http://ht.ly/18qmAL

  • http://twitter.com/thewhirlers/status/20294362762 The Whirlers

    You're Pissed Off at the Wrong Guy http://ht.ly/18qmAL

  • http://twitter.com/redactedtv/status/20294423493 {redactedmedia}

    #mktg You're Pissed Off at the Wrong Guy – Of course it's upsetting when a customer slams you via tweet, status mess… http://ht.ly/18qm8V

  • http://twitter.com/redactedtv/status/20294423493 {redactedmedia}

    #mktg You're Pissed Off at the Wrong Guy – Of course it's upsetting when a customer slams you via tweet, status mess… http://ht.ly/18qm8V

  • http://twitter.com/webstratagem/status/20294423607 Patrick Calero

    #mktg You're Pissed Off at the Wrong Guy – Of course it's upsetting when a customer slams you via tweet, status mess… http://ht.ly/18qm8U

  • http://twitter.com/webstratagem/status/20294423607 Patrick Calero

    #mktg You're Pissed Off at the Wrong Guy – Of course it's upsetting when a customer slams you via tweet, status mess… http://ht.ly/18qm8U

  • http://twitter.com/aronstevenson/status/20294478709 Aron Stevenson

    You're Pissed Off at the Wrong Guy – Of course it's upsetting when a customer slams you via tweet, status message, b… http://ow.ly/18qlGv

  • http://twitter.com/aronstevenson/status/20294478709 Aron Stevenson

    You're Pissed Off at the Wrong Guy – Of course it's upsetting when a customer slams you via tweet, status message, b… http://ow.ly/18qlGv

  • http://twitter.com/ukbusinesslabs/status/20294680144 UKBL Business Forums

    RT @AronStevenson: You're Pissed Off at the Wrong Guy – Of course it's upsetting when a customer slams you via tweet… http://ow.ly/18qlGv

  • http://twitter.com/sfsmjobshoot/status/20295389224 JobShoots

    You’re Pissed Off at the Wrong Guy http://bit.ly/9Ys0IS #news #socialmedia

  • http://twitter.com/sfsocialmedia/status/20295389282 JobShoots

    You’re Pissed Off at the Wrong Guy http://bit.ly/9Ys0IS #news #socialmedia

  • http://twitter.com/social_insider/status/20295389188 Social Media Insider

    You’re Pissed Off at the Wrong Guy http://bit.ly/atb7zo #Socialmedia

  • http://twitter.com/azsocialmedia/status/20298440839 Arizona Social Media

    C&C Blog Post – You’re Pissed Off at the Wrong Guy http://bit.ly/cs3Uod RT Please

  • http://twitter.com/d_breshears/status/20298763518 David Breshears

    Raises the Q of whether @ScottMonty has a Calvin/Chevy sticker: RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://rickcaffeinated.com Rick Stilwell

    Great post, mostly for the photo of me waking up in the morning. How'd you get that?!? Seriously, this is good for any type of receiving in, including internal customers. Thanks for that.

  • http://twitter.com/chadhartman/status/20301523756 Chad Hartman

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/jaygarmon/status/20301908624 Jay Garmon

    You’re Pissed Off at the Wrong Guy http://dlvr.it/3NZBl

  • http://www.convinceandconvert.com jaybaer

    Holy mackerel! One of the most fascinating comment threads ever. Folks, you simply must read the “Tale of Amy B” that Chuck references above for the perfect example of how NOT to handle negativity online.

  • http://twitter.com/gcsscommunity/status/20304842039 GCSS

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/leshannepretty/status/20306140884 Leshanne Pretty

    The customers that don’t care enough to even complain – are truly dangerous to your corporate well-being. http://bit.ly/bfTH0I

  • http://twitter.com/tiffanyeckhardt/status/20306487598 TiffanyEckhardt

    Your problem is the silent blahs – the legions of customers that don’t really care one way or the other. http://ow.ly/2kSjq

  • http://twitter.com/mikecorak/status/20306560598 MikeCorak

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/jeffreyjkingman/status/20307361942 Jeffrey J Kingman

    Have you ever seen a “Pee on Pontiac” sticker? http://ht.ly/2kSQc via @dannybrown

  • http://twitter.com/randylewiskemp/status/20308146297 Randy Kemp

    You’re **** Off at the Wrong Guy http://bit.ly/bpXY3x

  • http://membershipjedi.com MikeCassidy

    When will we all get it? I jump up and down when I read your posts. You noted in your post Jay, complainers are to be embraced — some of our strongest and loudest evangelists once complained, yet we took the time to engage them and they are fans for life.

    Those that scare me the most are the customers (in our case, members) that we never hear from, quietly “suffering” and stealthily canceling without providing an opportunity for us to remediate their experience(s). I call them 'Silent but Deadly'.

    What Chuck shared was brutal. We must tread lightly between “the customer is always right” and “the owner is always wrong”. I'm not saying I'd provide him with free pizza for life and a carton of Lucky Strikes (Mad Men reference), but I wouldn't pee all over him either.

  • http://twitter.com/weintraub/status/20308858669 Weintraub Adv

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://www.convinceandconvert.com jaybaer

    Don't hurt yourself jumping. And thank you for having a strong reaction!

  • http://www.convinceandconvert.com jaybaer

    Don't hurt yourself jumping. And thank you for having a strong reaction!

  • http://twitter.com/stevemefford/status/20309299368 Steve Mefford Jr.

    You're Pissed Off at the Wrong Guy – http://bit.ly/c4CYBC

  • http://twitter.com/jendub/status/20309485641 Jen Walsh

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/parissab/status/20309584643 Parissa Behnia

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • RebeccaOsberg

    I love the cartoon peeing on the logo. Truly hilarious. Having customers who bash you is definitely a great opportunity to turn them around and make it up to them. And the faster the better, because if they're angry enough to Tweet, they're also bad mouthing you to friends, family, and anyone who will listen. But they'll also tell those same people if you reach out to them and make things better. That's my philosophy at least.

  • http://twitter.com/cegeland/status/20309795152 cegeland

    Great advice from @jaybaer on why you should be more worried about those who say nothing instead of those who complain: http://ow.ly/2kTR8

  • http://twitter.com/staceyhood/status/20310006752 Stacey Hood

    @jaybaer says you're pissed off at the wrong guy! http://bit.ly/b35kUI Great read.

  • http://twitter.com/troubletree/status/20310088061 Pamela BakerGratton

    RT @jaybaer: You're P*****ed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/jess_dewell/status/20310354996 Jessica Dewell

    RT @cegeland: Great advice from @jaybaer on why you should be more worried about those who say nothing instead of those who complain: http://ow.ly/2kTR8

  • http://twitter.com/francissmythe/status/20310809902 Francis Smythe

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://reallifemadman.blogspot.com Marjorie Clayman

    You're leaving Arizona entirely? Yowzers!

    I think there are about 15 different blog post starters in this single post.

    Will Social Media negativity draw CEO types more into the fray?

    Can you tell who the “blahs” are if you aren't using Social Media?

    Who should spearhead Social Media listening? Sales? Customer Service?

    A lot to think about.

  • http://reallifemadman.blogspot.com Marjorie Clayman

    You're leaving Arizona entirely? Yowzers!

    I think there are about 15 different blog post starters in this single post.

    Will Social Media negativity draw CEO types more into the fray?

    Can you tell who the “blahs” are if you aren't using Social Media?

    Who should spearhead Social Media listening? Sales? Customer Service?

    A lot to think about.

  • http://reallifemadman.blogspot.com Marjorie Clayman

    You're leaving Arizona entirely? Yowzers!

    I think there are about 15 different blog post starters in this single post.

    Will Social Media negativity draw CEO types more into the fray?

    Can you tell who the “blahs” are if you aren't using Social Media?

    Who should spearhead Social Media listening? Sales? Customer Service?

    A lot to think about.

  • http://reallifemadman.blogspot.com Marjorie Clayman

    You're leaving Arizona entirely? Yowzers!

    I think there are about 15 different blog post starters in this single post.

    Will Social Media negativity draw CEO types more into the fray?

    Can you tell who the “blahs” are if you aren't using Social Media?

    Who should spearhead Social Media listening? Sales? Customer Service?

    A lot to think about.

  • http://reallifemadman.blogspot.com Marjorie Clayman

    You're leaving Arizona entirely? Yowzers!

    I think there are about 15 different blog post starters in this single post.

    Will Social Media negativity draw CEO types more into the fray?

    Can you tell who the “blahs” are if you aren't using Social Media?

    Who should spearhead Social Media listening? Sales? Customer Service?

    A lot to think about.

  • http://www.convinceandconvert.com jaybaer

    Yes, we're moving to Bloomington, Indiana next week. More on that in a post next week.

    Meanwhile, I'm delighted that you found so much to chew on in this post. That's what I'm shooting for, every time I hit the keyboard.

  • http://www.convinceandconvert.com jaybaer

    Yes, we're moving to Bloomington, Indiana next week. More on that in a post next week.

    Meanwhile, I'm delighted that you found so much to chew on in this post. That's what I'm shooting for, every time I hit the keyboard.

  • http://www.convinceandconvert.com jaybaer

    Yes, we're moving to Bloomington, Indiana next week. More on that in a post next week.

    Meanwhile, I'm delighted that you found so much to chew on in this post. That's what I'm shooting for, every time I hit the keyboard.

  • http://www.convinceandconvert.com jaybaer

    Yes, we're moving to Bloomington, Indiana next week. More on that in a post next week.

    Meanwhile, I'm delighted that you found so much to chew on in this post. That's what I'm shooting for, every time I hit the keyboard.

  • http://www.convinceandconvert.com jaybaer

    Yes, we're moving to Bloomington, Indiana next week. More on that in a post next week.

    Meanwhile, I'm delighted that you found so much to chew on in this post. That's what I'm shooting for, every time I hit the keyboard.

  • http://twitter.com/elwirakotowska/status/20311520267 elwira kotowska

    negativ kritik på #sociala medier? You’re Pissed Off at the Wrong Guy http://ow.ly/2kTsu #in

  • http://twitter.com/michaelpmalone/status/20312640540 Mike Malone

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/adamholdenbache/status/20313887391 Adam Q. Holden-Bache

    Great stuff from @jaybaer – You’re Pissed Off at the Wrong Guy http://ow.ly/2kV36

  • http://twitter.com/traceytarrant/status/20314183268 TraceyTarrant

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/lassehansen/status/20314184449 Lasse Hansen

    RT @elwirakotowska: negativ kritik på #sociala medier? You’re Pissed Off at the Wrong Guy http://ow.ly/2kTsu #in

  • http://twitter.com/tracydiziere/status/20314908613 Tracy Diziere

    More brilliance from @jaybaer today on the benefits of social media complaints http://bit.ly/c4CYBC

  • http://twitter.com/ldiomede/status/20314969234 Lisa Diomede

    You're Pissed Off at the Wrong Guy – http://bit.ly/c4CYBC A great post by @jaybaer #marketing

  • http://twitter.com/terametric/status/20316141109 Terametric

    Social media didn't create negativity, it just puts a magnifying glass to it: http://bit.ly/9gwGlF

  • http://www.holmanmoving.com Paige Holden

    Well, as always, this post hits close to home for me. In my world, marketing and customer service go hand in hand – the moving industry gets a pretty bad rap, so a lot of my social media outreach is directed around advice and customer service issues. Fortunately, we haven't had any negative comments yet (we are small) but our national brand has and it's been invaluable for me to watch those conversations so that I am prepared when we are mentioned.

    Listening to online rants and raves has not only helped me to better educate consumers looking for help, but it has also given me countless ideas for blog posts and thought leadership pieces. Yes, I would say, online ranters are critical to my marketing strategy!

    But, alas, you are right. Figuring out how to reach and engage non-talkers is the greatest, and most important, challenge to conquer.

  • http://twitter.com/just_kate/status/20316770266 Kate Brodock

    Interesting take on Customer Service: "You’re Pissed Off at the Wrong Guy" (Convince & Convert) http://bit.ly/bbaIHI /kb

  • http://twitter.com/krismcdonald21/status/20318222119 Kristopher McDonald

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/allanrmorton/status/20318368214 Allan Morton

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/martinlieberman/status/20318446948 Martin Lieberman

    If you hate customers who post negative comments on soc med, then you're pissed off at the wrong guy: http://bit.ly/c4CYBC (via @jaybaer)

  • http://twitter.com/sharonmarkovsky/status/20318501929 Sharon Markovsky

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/rlmadman/status/20318990819 Marjorie Clayman

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/tysoncrosbie/status/20319036311 Tyson Crosbie

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • Are_Morch

    Great article Jay.

    Customer service is a challenging and interesting aspect of delivering your product or service. With Social Media a new dimension has been added on to this challenge.

    The Tale Of Amy represent some of the images many people have when it comes to customer service.

    But then again when you deliver a product or service at some point you have stop and ask 'If the customer is always right..'. When you provide an answer like in The Tale Of Amy you are putting your self in difficult position. Then you are more or less extending the image of that the customer is always right. And it is very unlikely that the customer will return.

    Instead of the 'silent' or 'everything is fine' customers you want them to voice their concerns. This gives you a golden opportunity to own the concern, and find out what you can do with their concerns.

    If you don't take this challenge you will more then likely experience that the complain expand, and you have lost the opportunity to bring the customer back to your product or service.

    One effect also from dealing with the concern in a manner that satisfy the customer, is that you have the opportunity to turn complainers into creative advocates that provide helpful suggestions rather then just voice their negative experience.

    Cheers.. Are

  • http://twitter.com/dukkytweets/status/20319865431 Dukky

    Youre Pissed Off at the Wrong Guy-or, why u should worry more about quiet customers than trash-talkers: http://bit.ly/clSwYd (via @jaybaer)

  • http://www.mandyvavrinak.com Mandy Vavrinak

    Ignoring the negative can turn unhappy into apathetic… Which as you point out, is truly the enemy. I'm glad you advocate listening, learning & hopefully alleviating the cause of negative feedback, too.

  • http://www.mandyvavrinak.com Mandy Vavrinak

    Ignoring the negative can turn unhappy into apathetic… Which as you point out, is truly the enemy. I'm glad you advocate listening, learning & hopefully alleviating the cause of negative feedback, too.

  • http://www.mandyvavrinak.com Mandy Vavrinak

    Ignoring the negative can turn unhappy into apathetic… Which as you point out, is truly the enemy. I'm glad you advocate listening, learning & hopefully alleviating the cause of negative feedback, too.

  • http://twitter.com/paulambhall/status/20320147496 Paula Hall

    RT @mdonati: Very true… RT @jaybaer You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://insurancemarketinghq.com Nick Brown

    Thanks for the perspective Jay, the old cliche about learning more from our mistakes than our successes definitely applies here, even if the fault lies elsewhere. The wild card is dealing with trolls or others who can damage your brand with no real motive beyond showing their ability to stir the pot and drum up a reaction. Haters and unhappy customers are two different categories and should be treated accordingly based on a preset policy.

  • http://insurancemarketinghq.com Nick Brown

    Thanks for the perspective Jay, the old cliche about learning more from our mistakes than our successes definitely applies here, even if the fault lies elsewhere. The wild card is dealing with trolls or others who can damage your brand with no real motive beyond showing their ability to stir the pot and drum up a reaction. Haters and unhappy customers are two different categories and should be treated accordingly based on a preset policy.

  • http://insurancemarketinghq.com Nick Brown

    Thanks for the perspective Jay, the old cliche about learning more from our mistakes than our successes definitely applies here, even if the fault lies elsewhere. The wild card is dealing with trolls or others who can damage your brand with no real motive beyond showing their ability to stir the pot and drum up a reaction. Haters and unhappy customers are two different categories and should be treated accordingly based on a preset policy.

  • http://insurancemarketinghq.com Nick Brown

    Thanks for the perspective Jay, the old cliche about learning more from our mistakes than our successes definitely applies here, even if the fault lies elsewhere. The wild card is dealing with trolls or others who can damage your brand with no real motive beyond showing their ability to stir the pot and drum up a reaction. Haters and unhappy customers are two different categories and should be treated accordingly based on a preset policy.

  • http://insurancemarketinghq.com Nick Brown

    Thanks for the perspective Jay, the old cliche about learning more from our mistakes than our successes definitely applies here, even if the fault lies elsewhere. The wild card is dealing with trolls or others who can damage your brand with no real motive beyond showing their ability to stir the pot and drum up a reaction. Haters and unhappy customers are two different categories and should be treated accordingly based on a preset policy.

  • http://twitter.com/maark/status/20322273453 Maark

    You’re Pissed Off at the Wrong Guy. Fun to read post by @jaybaer http://ht.ly/2l00B #socialmedia #CRM

  • http://twitter.com/maark/status/20322273453 Maark

    You’re Pissed Off at the Wrong Guy. Fun to read post by @jaybaer http://ht.ly/2l00B #socialmedia #CRM

  • http://twitter.com/maark/status/20322273453 Maark

    You’re Pissed Off at the Wrong Guy. Fun to read post by @jaybaer http://ht.ly/2l00B #socialmedia #CRM

  • http://twitter.com/pinchel/status/20322603568 ☼ Rob Perez

    Good perspective, and I love Calvin. RT @PaulaMBHall: (@mdonati) / (@jaybaer) You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/pinchel/status/20322603568 ☼ Rob Perez

    Good perspective, and I love Calvin. RT @PaulaMBHall: (@mdonati) / (@jaybaer) You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/rosannatarsiero/status/20322772851 Rosanna Tarsiero

    You're Pissed Off at the Wrong Guy – http://bit.ly/c4CYBC — I know a couple of wedding bloggers who could learn a lesson or two about this!

  • Kim Kraynak

    Great post Jay! I really think that you nailed it on the head with that. Social media just makes it easier for companies to do the listening, learning & recognizing issues that might be out there that never really arose in the office when the product or service was created. Listening to your customers and understanding their needs can really develop your company in the end.

  • http://twitter.com/paigeholden/status/20323723891 PaigeHolden

    Can you keep your temper in check when deadline with online criticism? New post by @jaybaer is a must read http://bit.ly/bpXY3x

  • http://twitter.com/paigeholden/status/20323929790 PaigeHolden

    Can you keep your temper in check when dealing with online criticism? New post by @jaybaer is a must read http://bit.ly/bpXY3x

  • http://twitter.com/jasonpinto/status/20323997058 Jason Pinto

    Loved this quote: "It’s the customers that don’t care enough to even complain that are truly dangerous" – http://ilnk.me/3a48

  • http://twitter.com/jkalbarczyk/status/20324055941 Jessica Kalbarczyk

    Love @jaybaer's new post: http://bit.ly/c4CYBC "it’s not like social media created negativity, it just puts a magnifying glass to it."

  • http://twitter.com/tdefren/status/20324113719 Todd Defren

    http://bit.ly/c4CYBC "it’s not like social media created negativity, it just puts a magnifying glass to it." (via @jaybaer @JKalbarczyk)

  • http://twitter.com/topolk/status/20324215280 Terence

    RT @JKalbarczyk: Love @jaybaer's new post: http://bit.ly/c4CYBC "it’s not like social media created negativity, it just puts a magnifyin …

  • Cory Williamson

    That thread was incredible. I would love to meet Amy in real life and see what kind of person she is. Also, coming from a marketing and PR agency… I'm not sure I would touch that case with a ten foot pole.

  • http://twitter.com/rssirteubal/status/20325172642 Ignacio

    You Are Pissed Off at the Wrong Guy | Social Media Staffing and Operations | Social Media Consulting – Convince & Co… http://ow.ly/18qGXs

  • http://twitter.com/barryjhammond/status/20325693043 Barry Hammond
  • http://twitter.com/rjsauter/status/20326024597 Rick Sauter

    RT @TDefren: http://bit.ly/c4CYBC "it’s not like social media created negativity, it just puts a magnifying glass to it." (via @jaybaer …

  • http://twitter.com/twtrcoach/status/20326706395 Are Morch

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/twtrcoach/status/20326706395 Are Morch

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/TheSocialKitKat Kara Chisum

    Social Media is still relatively young. Although business owners as a whole are finally starting to truly see the need to utilize it. Unfortunately many have a DIY attitude towards it. They have no idea how fast and how far it can reach. When they make a mistake, they have no idea how to fix it and can end up making a bad situation worse.

    If you'd like another example search @thedoubleshot on twitter. Not quite the same situation as Amy, but a fine example of how not to use social media in business. The offensive tweet was removed but the reactions live on.

  • http://twitter.com/mandy_vavrinak/status/20327325150 Mandy Vavrinak

    You Are Pissed Off at the Wrong Guy! > Convince & Convert http://bit.ly/c99JYn

  • http://twitter.com/fohbohgal/status/20327418035 Sarah Atkinson

    RT @jaybaer: The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/sonnygill/status/20327454725 Sonny Gill

    RT @jaybaer: The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/samreavespr/status/20327485620 Sam Reaves

    RT @jaybaer: The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/technicktips/status/20327513633 Nick Rosener

    RT @jaybaer: How to be positive about negative reviews online. http://bit.ly/c4CYBC

  • http://twitter.com/marlenemontanez/status/20327593695 Marlene Montanez

    should send this to #crazyamy RT @jaybaer: The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/jfavreau/status/20327672419 Jfavreau

    RT @sonnygill: RT @jaybaer: The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/socialmediafltr/status/20327754790 Social Media Filter

    RT @jaybaer The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/kemipa/status/20327887717 Keith Paul

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/jeffreyfriend/status/20327983529 Jeffrey Friend

    RT @jaybaer: The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/boldavenue/status/20328175795 stephanie

    RT @jaybaer Pos. side of neg. online comments + reviews http://bit.ly/c4CYBC <-includes phrase "fancy customer service dance moves" #awesome

  • http://twitter.com/tkochs/status/20328196896 Tim Kocher

    RT @jaybaer: The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/hatisolutions/status/20328344376 HATI Solutions

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/socialexpertnow/status/20328596785 brian

    RT@ jaybaer The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://www.convinceandconvert.com jaybaer

    Thanks Kara. I'll check it out.

  • http://www.verticalmeasures.com Arnie Kuenn

    And it's important to note that all this is on the New Times, not Yelp where it originated. You never know where or how your “remarks” will be reprinted. On the Internet it lives pretty much forever and can spread like wild fire.

  • http://twitter.com/thesocialkitkat/status/20329488657 Kara Chisum

    Well said! RT @Mandy_Vavrinak: You Are Pissed Off at the Wrong Guy! > Convince & Convert http://bit.ly/c99JYn

  • http://twitter.com/alexasamuels/status/20329488483 Alexa Samuels

    .@jaybaer nails it – better transparent customer complaints than the silent displeasure http://bit.ly/cVof73

  • http://twitter.com/joshva/status/20329745676 Joshva

    You Are Pissed Off at the Wrong Guy | Social Media Staffing and Operations | Social Media Consulting – Convince &… http://bit.ly/cWNEYb

  • http://www.linkedin.com/in/jamesschmeling jschmeling

    I think there are certainly many more people who don't care than care enough to share negativity, but those sharing negativity are likely to influence others even subliminally – and I'm not talking about the “funny” Calvin stickers, but the reasonable, well articulated complaint.

    I'm having an interesting experience with this with Hampton Inn. They have a 100% Satisfaction Guarantee. My wife and mother-in-law just stayed at the Hampton Inn in Coralville, Iowa, and had two minor negative experiences which were compounded by VERY poor customer service. Minor issue – floors weren't vacuumed, and bathroom wasn't serviced (no toiletries or towels two days in a row in a three day stay). On first day complaint they fixed it. Second day complaint they were sarcastic, didn't fix the cleaning problem, but dropped off towels and toiletries. So, we looked up their complaint lines – phone, web-based e-mail. The phone support took the complaint and promised a call back. No call back ensued. No response to e-mail happened. (I'm a long time HHonors member, bouncing around silver, gold and diamond status over 7 years, I pick Hilton family chains on purpose because I usually have good experiences! I gave the HHonors number so they could see my long history with their chains.)

    So I turned to their social media platforms of choice (Hampton on Facebook, HamptonFYI on Twitter) and registered my dissatisfaction with lack of response. After quite a bit of time on Facebook they asked for contact info – but they have a Fan page, there's no way to message them so I posted my e-mail address immediately. No contact. None! So I removed my e-mail, shared my dissatisfaction at promised response that didn't happen. Posted on Twitter as well. The next day they asked again for contact info, this time on Twitter, and apologized for having missed it on Facebook. I DM'd them immediately with phone and e-mail (yay private DM!!) and they responded “Thank you” by DM within an hour – finally I thought “Progress!” but sadly 5 hours later STILL no direct contact. So, I shared it as an example via Twitter with a faculty member at my institution who teaches social media courses.

    They raised expectations with a guarantee, with a web contact, with a phone contact, with social media responses on Facebook and on Twitter, yet still haven't made contact to find out what the full issue was, or how to correct it. They attempted to look responsive, but weren't and I shared my experience publicly. I imagine some people will see each and be negatively influenced. Contrast that with the Boston Intercontinental who had great service, great social media interaction, and who as a result had great reviews posted on Yelp, on my own web site, on Twitter and Foursquare for each of their hotel restaurants we tried as well as the hotel, and positive mentions on Flickr where I posted some pics of the hotel, and from the hotel. Their brand management account followed me on Twitter after I posted, and retweeted my positive tweets. They seem to get it.

    Ultimately they are likely losing three customers who travel a lot because of their social media responses, probably more from this than from the room problem – I can overlook an underpaid hourly staff member at the desk or cleaning service. I can't overlook how their customer relations pros interact. There's still some shot at salvaging the relationship, but I'd have to see some sign they took this seriously.

  • http://www.convinceandconvert.com jaybaer

    Thanks for sharing that excellent, but personally frustrating example. I may use that in my new book. Your point is dead-on. Companies are rushing to set up social media outposts without understanding the expectations that creates among customers. Literally, you are better off not having a Twitter account than you are having an unresponsive Twitter account. It's like having a One Day Sale, and then keeping the doors locked the entire time. I really like what XBox does on their Twitter account, where they actual put the hours they are monitoring Twitter (just like you would on a storefront sign). Smart.

  • http://twitter.com/kkraynak/status/20330859408 Kim Kraynak

    This is a great post that hits an issue right on the head. Great post Jay! You're Pissed Off at the Wrong Guy – http://bit.ly/c4CYBC

  • arifleischer

    There's another side to this common scenario. Marketers stuck in roles that task them to constantly represent controversial doings while having no influence to solve the probs that lead to the angry customers due to corporate structure. Trying to influence and solve can even make things worse due to egos. It will solve itself over time, yes, but with some professional casualties along the way.

    http://www.mediawithak.com/2010/08/theory-of-so

  • http://twitter.com/onejason/status/20331604483 Jason Velliquette

    "A negative comment at least gives you the opportunity to find it, learn from it…" http://bit.ly/bVqRx6 by @jaybaer

  • http://twitter.com/braundoug/status/20332285424 Doug Braun

    You’re Pissed Off at the Wrong Guy – http://bit.ly/bxq2hu – Balance from @jaybaer

  • http://twitter.com/tweetmaker/status/20332717665 Jim Alexander

    You’re Pissed Off at the Wrong Guy http://bit.ly/90KT0g via @jaybaer

  • http://www.convinceandconvert.com jaybaer

    Excellent point. I often discuss this with clients. The good news and bad news is that social media makes everything marketing's problem. Was it marketing's fault that someone on a Southwest flight kicked Kevin Smith off for being too fat? Nope. But it became marketing's problem in about 2 seconds. Marketing is the new ligament of business, and social media made it so.

  • http://twitter.com/seevirtual/status/20334727070 SeeVirtual

    Why negative comments aren't a bad thing http://bit.ly/c4CYBC (by the way, review SeeVirtual here http://bit.ly/c0h6Bn

  • http://twitter.com/isilyilmaz/status/20336422271 Isil Yilmaz

    You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/smjacob/status/20336494026 smjacob

    Why You're Pissed Off at the Wrong Guy http://bit.ly/bxq2hu (via @jaybaer) [how timely was this post AZ lol]

  • http://twitter.com/arniek/status/20337383670 Arnie Kuenn

    RT @jaybaer: Why You're Pissed Off at the Wrong Guy http://bit.ly/bxq2hu

  • http://twitter.com/jschmeling/status/20337918197 jschmeling

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/kittykold/status/20338099671 Kitty Kolding

    RT @jaybaer: Why You're Pissed Off at the Wrong Guy http://bit.ly/bxq2hu

  • http://twitter.com/madsciencenow/status/20338531511 Jeremy Schieler

    RT @jaybaer: Why You're Pissed Off at the Wrong Guy http://bit.ly/bxq2hu

  • http://twitter.com/theatlassistant/status/20340254050 D.I.V.A.

    RT @TomBuford: "You're Pissed Off at the Wrong Guy"…a quick lesson in how to respond to negative tweets, comments, etc. http://ow.ly/2kSM1

  • http://www.linkedin.com/in/jamesschmeling jschmeling

    It might be worth reading the article “100% satisfaction guarantee: Ensuring quality at Hampton Inn” in The National Productivity Review from 1996 at http://www3.interscience.wiley.com/journal/1134… by a former VP of Marketing for Hampton Inn Jules Sowder. Interestingly I think she got the concept – empower any employee to be your markeing function and correct any guest issue – long before social media did this for other companies. Many citations to the article discuss this and its effectiveness in the hospitality industry. Too bad to see that a company that already understood the issue ignores it now.

  • http://www.convinceandconvert.com jaybaer

    That is truly ironic. Thanks for the link.

  • http://twitter.com/foundora/status/20351987723 Foundora

    You’re Pissed Off at the Wrong Guy – http://ow.ly/2l9Vw By @jaybaer

  • http://twitter.com/jschmeling/status/20355448922 jschmeling

    Posted comments to @jaybaer on social media, customer critique http://bit.ly/cmZeDU – interesting interactions with @HamptonFYI as example

  • http://twitter.com/pops131/status/20356666362 pops

    You Are Pissed Off at the Wrong Guy http://shar.es/0acb9

  • http://twitter.com/vineetyadaviiit/status/20357226228 Vineet

    Social media didn't create negativity, it just puts a magnifying glass to it: http://bit.ly/9gwGlF

  • http://twitter.com/matchbox_inc/status/20363293091 Matchbox Inc

    Getting negative comments through social media can be troublesome, but are they the ones we need to worry about? http://ow.ly/2ldwe

  • http://twitter.com/JGoldsborough JGoldsborough

    Long-time reader, first-time commenter. Couple points to raise:

    1) Jay, I agree that apathy is worse than negativity. At least the second has passion. That said, responding to the negativity can overturn the apathy in some. Besides learning how to fight the apathy, many orgs also need advice on what type of CS comments to respond to and which ones to ignore. E.g. Never respond to just “insert brand here” sucks. Spend your time and energy elsewhere, on the people with legitimate complaints who you can turn into advocates.

    2) Kara is right, social media is still relatively new. Companies are getting that they need to listen and engage with customers on social networks. That’s step 1. The governance piece you alluded to is the much bigger step that still very few companies have grasped. How do marketing, CS, product, PR put aside the silos, turf wars, budget battles and perhaps years of one type of culture to provide customers what they want — answers and solutions, period.

    Your post definitely made me think and this is a passion point for me, so thanks for that. Did you have a chance to check out Valeria’s post yesterday about the best CS accounts on Twitter. Some solid, crossover points and conversation. (http://www.conversationagent.com/2010/08/top-customer-service-accounts-on-twitter-.html)

  • http://twitter.com/tcreativo/status/20377866709 Territorio creativo

    Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/carloscrovara/status/20377899764 Carlos Crovara

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/orlycristofalo/status/20377912060 Orly

    RT @tcreativo: Por qué no hay q molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 ->ojalá lo entendieran algunos…

  • http://twitter.com/danielglatorre/status/20377948440 Daniel García

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/greputacioncorp/status/20377997465 gruporeputacioncorp

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/global_mba/status/20378009048 Global MBA

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/ruben_rg/status/20378084553 Rubén

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/motion4startups/status/20378184513 David Macías

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/rubiolax/status/20378194882 Miguel Ángel Rubio

    Benetton@tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/zaplanaf/status/20378268938 FERNANDO ZAPLANA

    RT @rubiolax: Benetton@tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no …

  • http://twitter.com/vladycid/status/20378844005 Vladimir Cid

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/hickoryduck/status/20382040843 Patricia Torres Maya

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://www.holmanmoving.com Paige Holden

    Wow, that thread was crazy…and will haunt Amy's for eternity. Thanks for the morning entertainment Chuck. Sheesh – I can think of a hundred different ways to handle that situation and not one of them involves calling the OP ugly.

  • http://www.holmanmoving.com Paige Holden

    Wow, that thread was crazy…and will haunt Amy's for eternity. Thanks for the morning entertainment Chuck. Sheesh – I can think of a hundred different ways to handle that situation and not one of them involves calling the OP ugly.

  • http://twitter.com/fjsalcedo/status/20382862951 Francisco J. Salcedo

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/jasonfalls/status/20385903295 Jason Falls

    Negative Nancy's bugging you? @jaybaer says you're pissed at the wrong people. Good stuff: http://ar.gy/0cd

  • http://twitter.com/socialmediafltr/status/20386038290 Social Media Filter

    RT @JasonFalls Negative Nancy's bugging you? @jaybaer says you're pissed at the wrong people. Good stuff: http://ar.gy/0cd

  • http://twitter.com/lorirtaylor/status/20386786797 Lori Taylor

    RT @JasonFalls: Negative Nancy's bugging you? @jaybaer says you're pissed at the wrong people. Good stuff: http://ar.gy/0cd

  • http://twitter.com/drudydavispr/status/20386794573 Danielle Rudy

    great post. RT @JasonFalls: Negative Nancy's bugging you? @jaybaer says you're pissed at the wrong people. Good stuff: http://ar.gy/0cd

  • http://www.convinceandconvert.com jaybaer

    Thanks very much for the excellent comment. You should do it more! Indeed, internal ground rules are the key, especially for smaller businesses. It's hard because the smaller companies are the ones that often take negativity way too personal (as with the Crazy Amy story linked in the comments).

    The question you ask about putting away the silos is fortunately a major focus of my book (with Amber Naslund), The Now Revolution. Unfortunately, the publishing world moves slowly, so it won't be out until February.

    I did read Valeria's roundup. Good stuff from her, as always.

  • http://twitter.com/franchiseking/status/20386963164 Joel Libava

    RT @JasonFalls: Negative Nancy's bugging you? @jaybaer says you're pissed at the wrong people. Good stuff: http://ar.gy/0cd

  • http://twitter.com/coolguygreg/status/20391972829 CoolGuyGreg

    Interesting. RT @JasonFalls: Negative Nancy's bugging you? @jaybaer says you're pissed at the wrong people. Good stuff: http://ar.gy/0cd

  • http://twitter.com/redlincook/status/20397869590 Elise Redlin-Cook

    RT @ArnieK: RT @jaybaer: Why You're Pissed Off at the Wrong Guy http://bit.ly/bxq2hu

  • http://twitter.com/jgoldsborough/status/20399127416 JGoldsborough

    Smart convo on CS response protocol.Great pics 2, btw :). RT @jaybaer: You've Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/bearles/status/20399695354 Bobbie Earles

    Don't get mad, get even…wait. Don't get mad, get BETTER! http://bit.ly/aF11nK

  • http://twitter.com/lisamloeffler/status/20416252733 Lisa Loeffler

    RT @jaybaer: You're Pissed Off at the Wrong Guy (Make sure you read the comments section) http://bit.ly/c4CYBC

  • http://twitter.com/lisamloeffler/status/20416252733 Lisa Loeffler

    RT @jaybaer: You're Pissed Off at the Wrong Guy (Make sure you read the comments section) http://bit.ly/c4CYBC

  • http://twitter.com/nachoborgogno/status/20421362966 Juan Ignacio

    RT @tcreativo: Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí #SMM

  • http://twitter.com/jschmeling/status/20421812426 jschmeling

    Hampton Inn #fail day three. Still no contact from customer service. See comments http://bit.ly/cmZeDU – my first complaint to a hotel ever

  • http://twitter.com/amalmierca/status/20449334466 Alvaro Malmierca

    Por qué no hay que molestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es que no hablen de tí RT @tcreativo

  • http://twitter.com/mktfan/status/20449434452 mkt fan

    RT @amalmierca: X q no hay qumolestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es q no hablen de tí RT @tcreativo

  • http://reallifemadman.blogspot.com Marjorie Clayman

    Wow, becoming one of us Midwesterners, huh?!?

    I'll send you some tater tots :)

    I would say you succeed in making thought-provoking posts. I would put that worry behind ya :)

  • http://reallifemadman.blogspot.com Marjorie Clayman

    Wow, becoming one of us Midwesterners, huh?!?

    I'll send you some tater tots :)

    I would say you succeed in making thought-provoking posts. I would put that worry behind ya :)

  • http://reallifemadman.blogspot.com Marjorie Clayman

    Wow, becoming one of us Midwesterners, huh?!?

    I'll send you some tater tots :)

    I would say you succeed in making thought-provoking posts. I would put that worry behind ya :)

  • http://twitter.com/TheBrandNinja The Brand Ninja

    Bravo. I watched too many great social media strategies get derailed by a legal team or an executive's fear of one customer saying something negative. Yet, we spent millions with research vendors seeking out customers who would do just that in private. I've learned exponentially from the honest and frank comments about a brand that are often only revealed in online forums and social networks.

  • http://twitter.com/70fmr/status/20466168144 Floralba Rodríguez

    RT @mktfan: RT @amalmierca: X q no hay qumolestarse con las críticas en #SocialMedia http://bit.ly/9nMdq2 Lo malo es q no hablen de tí R …

  • http://twitter.com/cox_jessica/status/20470749350 Cox_Jessica

    Alright it's Friday! I love this graphic from @jaybaer article about cust. frustration on SM http://bit.ly/ciQkZB

  • http://twitter.com/thebrandninja/status/20475005375 The Brand Ninja

    Customer Complaints = Passionate Customers, indeed. RT @jaybaer: You've Pissed Off at the Wrong Guy http://bit.ly/c4CYBC #in

  • http://twitter.com/thebrandninja/status/20475082454 The Brand Ninja

    Customer Complaints = Passionate Customers, indeed. RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC #in

  • http://www.marsdorian.com/ Mars Dorian

    Rice cake is interesting – you just have to find the right one ;)

    But seriously – as long as peeps rant about you, they are still emotionally attached to you – in one way or another. It's just as true as in the relationship world – when there's nothing to say and add anymore, that's the kiss of death.

    The problem is that you don't know how to address the silent ones since they are silent, so the only way to please the right ones and be remark-able is to create stuff that people naturally want to talk about.

    I'm always a big believer in worrying about your own needs. If you always concentrate on the everyone else, you lose your focus.

    Find out what's remarkable to you and what needs to be fixed, and build your brand from there. Chances are, that you find the people that have the same passion and desires.

  • http://twitter.com/berryvanes/status/20489738643 Berry van Es

    RT @claudiovaccaro: You’re Pissed Off at the Wrong Guy http://bit.ly/baFpkz

  • http://twitter.com/markgavin/status/20492307954 Mark Gavin

    RT @jaybaer: The positive side of negative online comments and reviews http://bit.ly/c4CYBC

  • http://twitter.com/seo_fan/status/20494981861 SEO Specialist

    RT @berryvanes: RT @claudiovaccaro: You’re Pissed Off at the Wrong Guy http://bit.ly/baFpkz

  • http://twitter.com/markwschaefer/status/20496784928 Mark Schaefer

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/pushingsocial/status/20497146234 Stanford Smith

    Worth reading again – especially if you are Pontiac. RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/randy_gage/status/20497292015 Randy Gage

    RT @markwschaefer: RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/randy_gage/status/20497292015 Randy Gage

    RT @markwschaefer: RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/ega1/status/20497294995 Emily Gayle Aitken

    worth peek just for angry face! RT @markwschaefer: RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/bserjeantson/status/20498508725 Brett Serjeantson

    You Are Pissed Off at the Wrong Guy – http://mmi.sr/2BL Good blog post. #customerrelations #socialmedia #twitter

  • http://twitter.com/chrisagel/status/20499824633 chris horn

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/krleitzen/status/20503809671 Keith R Leitzen

    RT @Randy_Gage: RT @markwschaefer: RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/tamelacoval/status/20505583537 Tamela Coval

    Chucklerrific article about getting cranky over consumer reviews. RT @markwschaefer:You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/sweta_s_patel/status/20527003733 Sweta Patel

    You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC #socialmedia #smo #sm

  • http://twitter.com/seo_profit/status/20528043978 Diana

    You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC #socialmedia #smo #sm http://goo.gl/fb/p2Qo4

  • http://twitter.com/dynastygraphix/status/20528103513 305 GFX

    RT @Seo_Profit: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC #socialmedia #smo #sm http://goo.gl/fb/p2Qo4

  • http://twitter.com/jon_ferrara/status/20555602681 JonFerrara SocialCRM

    The customers that complain aren’t the ones you need to worry about, it’s the customers that don’t. #sCRM
    http://ow.ly/1qNt7H via @jaybaer

  • http://www.consultantjournal.com Andrea @ Consultant Journal

    I tend to think that the trickiest customers are the evangelists. These are the people who, when delighted, tell everyone they know. They are the same people who will tell everyone – and I do mean everyone – when something goes wrong. In fact, they will seek out the blahs and convince them that your company is awful. And, since blahs aren't particularly motivated to find out otherwise, they take in that info and may bring it up to others, if necessary. The evangelical angry customers are the ones you have to manager carefully. As a plus, if you solve their problem, they will delight in telling people how you helped. So it's essential to turnaround problems for these people, since they really truly care.

  • http://www.convinceandconvert.com jaybaer

    Never underestimate a customer scorned.

  • http://twitter.com/diofavatas/status/20581444850 Dio Favatas

    RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://www.tammymcleod.net Tammy

    I've been told that National Rental Car actually did a study where they tracked customers who complained and were recovered versus those who never complained. As you've suggested, those who complained ended up more satisfied and more loyal. A complaint is a gift.

  • http://seanseo.com Sean SEO Marketer

    Great thoughtful note! I appreciate it. Any business cannot be consistent if it constantly focus on negative factors if it does it is going personally towards them. So it is better for businesses not to go for personal emotions for any such unfortunate things instead focus on other developing area. :)

  • http://businessbeware.biz/ Ashley

    Very good points! You definitely need to pay attention to those that give you feedback or a complaint let's say, so you can learn from it. Sometimes you have to adjust or learn to bend with the wind…but there are always some customers who love to complain and get the businesses attention and may even want something for free. You just have to watch out for those certain customers…but yes soak it all in and run with it!

  • http://twitter.com/targetstars/status/20715425285 LaTosha Johnson

    You're Pissed Off at the Wrong Guy http://ht.ly/2mFOT

  • http://twitter.com/jaykeith/status/20747943015 jaykeith

    Great post from @jaybaer, it's not the people weighing in you should focus on, it's those that don't. http://bit.ly/bpXY3x

  • http://twitter.com/story_jon/status/20799812309 Jon Thomas

    More on the "Carpe Defect" topic I've been tweeting about lately from @JayBaer – You Are Pissed Off at the Wrong Guy – http://ht.ly/2nxFt

  • http://twitter.com/taughnee/status/20810227521 Taughnee

    Beware the silent blahs. RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://www.linkedin.com/in/jamesschmeling jschmeling

    I think followup is warranted. It took 7 days to get a response from a person on the phone at Hampton Inn corporate, but it only happened because of persistant complaints – I posted my complaint review at Yelp and at TripAdvisor, and then posted links to them on Hampton Inn's Facebook page and Twitter, along with comments about not being contacted. The TripAdvisor site had 2 very similar complaints about service there in the past month and a half, so I know it's an issue that goes beyond me.

    Today the @HamptonFYI Twitter account DM'd me querying whether I had been contacted by custome service. I had not. I invited them to have someone contact me, and within an hour I had a response, by phone. I related the issues, shared a detail I hadn't posted publicly, and gave her the confirmation number to review the stay details. The representative asked if I hadn't been satisfied with the response I had from their customer service, told me they had indicated they had called me (they hadn't) and offered a “Be Our Guest” certificate. I asked what that was, and then she realized that no one had contacted me or offered a resolution but had claimed they had done so in the customer service notes.

    We then discussed briefly whether I would like to have the local manager call me to apologize – I declined, and was clear we wouldn't be staying at that location no matter what as I didn't believe they could adequately resolve their customer service issues with that manager. She said she would be in contact with the manager, and would provide follow up to me afterwards. She then offered 3 free nights (the stay was 3 nights, and we're frequent travelers) so I accepted the offer. I had a follow up e-mail shortly thereafter, and it indicates that I should have the certificates in 7-10 days. (Amusingly the e-mail has a copyright statement saying it's proprietary and confidential, and disclaims any contract or liability resulting from the e-mail.)

    I followed up with a DM to the @HamptonFYI team and told them I would share the resolution this evening, and a further follow-up after her promised actions occur. I shared at Twitter and at Facebook. I will post again on those sites after (if) the actions are final. I'm pleased that their Twitter team member followed-up and resolved the issue by having customer service call me. I'm disappointed that it took 7 days, multiple posts on Twitter, Facebook, TripAdvisor, Yelp, as well as their web and phone complaint system, and really disappointed that someone documented it as resolved when it wasn't. But it shows that persistance with a voice across platforms can get a response eventually. It wouldn't have happened before social media and web reviews I don't think.

  • http://twitter.com/sarah_gore/status/21000605172 Sarah Gore

    Ouch, Amy B should have read your post too @forfeng. Read this: http://bit.ly/cIuiuE (via Jay Baer http://bit.ly/c4QJWz)

  • http://www.resultsrevolution.com/ Marianna Chapman

    Jay – Love this post! We've been thinking about this topic a lot around here the past couple of weeks. I wrote this post (with input from @andyathalo) about companies that treat customers like terrorists (especially when they grumble…). Good examples you've made here.

    http://blog.journalistics.com/2010/the-elements-of-style-twitter-edition/

  • http://twitter.com/resultsrev/status/21032991956 resultsrev

    Cool post by @jaybaer ab customer service. http://bit.ly/cVof73 Works well w our "customers as terrorists" post IMO: http://bit.ly/cVof73

  • http://twitter.com/__fury/status/21253912206 fury

    Facebook : You Are Pissed Off at the Wrong Guy | Social Media Staffing and Operations | Social Media Consulting – … http://bit.ly/9gv3Fu

  • http://twitter.com/socialmedia_jpn/status/21253912214 Social Media Lab

    You Are Pissed Off at the Wrong Guy | Social Media Staffing and Operations | Social Media Consult… http://bit.ly/9gv3Fu #socialmedia #smm

  • http://twitter.com/devseo/status/21397859972 Alex Hall

    You're Pissed Off at the Wrong Guy – http://bit.ly/aS4ror

  • http://twitter.com/rosmorville/status/21432113043 Rosalind Morville

    You're Pissed Off at the Wrong Guy – http://bit.ly/c4CYBC Are you "as interesting as a rice cake…"?

  • http://twitter.com/skfpr/status/21439075942 Sue Kern-Fleischer

    Great post: RT @jaybaer: You're Pissed Off at the Wrong Guy http://bit.ly/c4CYBC

  • http://twitter.com/jamieforster/status/21484988119 Jamie Forster

    You Are Pissed Off at the Wrong Guy – http://ow.ly/2pRXc // excellent read and a must if you are any type of business using twitter

  • http://twitter.com/gabriellenyc/status/21485560028 GabrielleLainePeters

    RT @JamieForster: You Are Pissed Off at the Wrong Guy – http://ow.ly/2pRXc // excellent read and a must if you are any type of business …

  • http://twitter.com/leslieknowlton/status/21511840173 Leslie Knowlton

    Listen to your critics. Jay makes a good point…"A negative comment at least gives you the opportunity to find it, l…http://lnkd.in/cPuPKK

  • http://www.AlexGPR.com AlexanderG

    Those “pee” stickers are stupid–I mean really? But your point is well made.

    • http://www.convinceandconvert.com jaybaer

      As long as there isn’t a Piss on Convince & Convert sticker, I’m happy.

  • http://twitter.com/jamidix Jami Dix

    Oh, I hate when I come across a post 3 months late…great, great post. Couldn’t agree more, apathy is much worse then negative feedback. It’s true in much more than customer service/relations, it’s true in very personal relationships!

    • http://www.convinceandconvert.com jaybaer

      Thanks Jami. Better late than never.

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