In this episode Monica breaks down the book Hug Your Haters by Jay Baer and shares the mindset shift that transformed how she handles customer complaints. Once extremely bothered by negative reviews, Monica now sees them as one of the most powerful tools for growth. Through personal stories and lessons from the book, she explains why how you respond to unhappy customers could become your strongest marketing tool—and the secret to standing out in a crowded market. If you’ve ever taken feedback personally, this episode is for you.

Episode Quote: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. ~Bill Quiseng

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Questions answered:

• How should you respond when a customer leaves a bad review?

• What makes complaints a valuable source of data?

• Why is customer service your biggest competitive advantage?

• When should you update your processes based on feedback?

• How can responding publicly to complaints help your brand?

Listen now to hear how changing your mindset around feedback could change your whole business. Don’t forget to subscribe and leave a five-star review if this episode resonated with you!