There were t-shirts with the saying made famous by "The Godfather" movies, and Taylor recently has told us to shake it off. Either method works, but Jay's approach isn't to just keep an eye on them or blow them off but to CONVERT them into your strongest advocates and most loyal clients. Sound impossible? You need to hear this. Matt's guest, Jay Baer has given hundreds of insightful and humorous presentations. He's an author and the founder of Convince and Convert  - a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media, and customer service