The notion that a business can be globally adored and loved is false. This is true both traditional and online. No matter how great your company is, you're going to have to contend with criticism. It is actually what you do when you find out that criticism that is important. This is especially crucial to do when you do your business on the web -- where people don't have lots of chances to connect with you in person to counteract the negativity they read. So here's what you need to do.
Reply to the criticism as fast as you're able to and Start With Why. This is super crucial. It is not a great idea to let a negative critique to be unresponded to. If the criticism was left in a public forum, leave an answer on the same thread thanking the person for his or her feedback. Tell him or her you are looking into it and ask them for permission to discuss their concerns privately. This indicates to people that your first priority is making the best product possible and that you don't respond terribly to feedback. It's going to earn you lots of respect.
Actually spend time investigating whether or not a complaint is about something that actually has to be resolved. People can tell the difference between trolls and truthful review. "You suck" doesn't warrant your response. "I came across a 404 page" or "the format seems weird" are things you need to check out. Take a look at everything if a change has to be made, make it. This will prove that you actually do take notice and will take action when it's justified.
Customize any response you make. If you choose to make a change based on something someone has said, tell the person you take what they said to heart and are making things better. Additionally, it is good to put up a post or a reply in the discussion board that says, in essence, the same thing. That shows to everyone you could take constructive criticism without getting angry. It proves you're willing to do the work you have to do to give people what they want. This is an excellent idea even if you don't make a change that somebody asks for. Say that you considered it but decided to leave things as they are. Then clarify exactly why you did that.
Reputation management is the name of the game when you respond to complaint; keep in mind that. If you merely criticize another person for criticizing you, you look stupid. If you ignore the criticism people have given to you and insist that everything is good, you will look like you don't understand your business or product well.
Keep your vanity on a leash. For the most part, the criticism isn't intended to be about you personally. They just had a less than stellar experience with your offer. This indicates something needs to be remedied so the experience will be better next time.
The way in which you take feedback says a lot both about you and your organization. Keep positive with it as best you can!
Reply to the criticism as fast as you're able to and Start With Why. This is super crucial. It is not a great idea to let a negative critique to be unresponded to. If the criticism was left in a public forum, leave an answer on the same thread thanking the person for his or her feedback. Tell him or her you are looking into it and ask them for permission to discuss their concerns privately. This indicates to people that your first priority is making the best product possible and that you don't respond terribly to feedback. It's going to earn you lots of respect.
Learn your blueprint for success with Start With Why
Actually spend time investigating whether or not a complaint is about something that actually has to be resolved. People can tell the difference between trolls and truthful review. "You suck" doesn't warrant your response. "I came across a 404 page" or "the format seems weird" are things you need to check out. Take a look at everything if a change has to be made, make it. This will prove that you actually do take notice and will take action when it's justified.
Customize any response you make. If you choose to make a change based on something someone has said, tell the person you take what they said to heart and are making things better. Additionally, it is good to put up a post or a reply in the discussion board that says, in essence, the same thing. That shows to everyone you could take constructive criticism without getting angry. It proves you're willing to do the work you have to do to give people what they want. This is an excellent idea even if you don't make a change that somebody asks for. Say that you considered it but decided to leave things as they are. Then clarify exactly why you did that.
Reputation management is the name of the game when you respond to complaint; keep in mind that. If you merely criticize another person for criticizing you, you look stupid. If you ignore the criticism people have given to you and insist that everything is good, you will look like you don't understand your business or product well.
Keep your vanity on a leash. For the most part, the criticism isn't intended to be about you personally. They just had a less than stellar experience with your offer. This indicates something needs to be remedied so the experience will be better next time.
The way in which you take feedback says a lot both about you and your organization. Keep positive with it as best you can!
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