The idea that a company can be universally admired and loved is false. This is true both offline and online. No matter how great your organization is, you'll have to deal with criticism.
It is actually what you do when you learn about that criticism that counts. This is particularly vital to do when you do your business on the internet -- where people do not have many chances to interact with you in person to counteract the negativity they read. So here is how to proceed.
You need to respond quickly to any kind of criticism you see. This is very vital. You don't want to just let a poor review sit somewhere without answering it. If the feedback was left in a public forum, leave a response on the same thread thanking the person for his or her criticism.
Write out that you are exploring things and then ask the person for permission to continue talking about the matter in private. This demonstrates to people that your first concern is making the best product possible and that you don't react terribly to opinions. It'll earn you lots of respect.
Actually check to see if the feedback is about something that must be remedied. The differences between a troll and a genuine feedback are evident. "You suck" does not need an answer.
It's important, however, to take a look at things including "the format is wonky" or "there is a 404 page where the about page must be." Look at everything if a change has to be made, make it. This demonstrates that you take notice and will act when you really need to.
Any response you offer should be customized. If you decide to make a change based on something somebody has said, tell the person you take what they said to heart and are making things better. You may also post things like this in public in message boards.
That demonstrates to everybody you could take constructive feedback without getting mad. It shows that you give your very best to give people what they want. This is a great idea even if you do not make a change that someone asks for. Write that you examined the situation but have determined to leave things exactly how they are. And then tell them why you made this verdict.
Keep in mind, above all else, how you react to criticism is all about reputation management. If you fire back at someone for saying something negative about you, you just look petty. If you ignore criticism and simply keep insisting that everything is fine, you'll look like you do not know your business very well.
Keep your vanity in check. People, more often than not, are not attacking you personally. They basically had a less than stellar experience with your product. This means something must be resolved so the experience will be better next time.
The way in which you take critique says quite a lot both about you and your business. Try to be as optimistic as you're able to about it!
It is actually what you do when you learn about that criticism that counts. This is particularly vital to do when you do your business on the internet -- where people do not have many chances to interact with you in person to counteract the negativity they read. So here is how to proceed.
You need to respond quickly to any kind of criticism you see. This is very vital. You don't want to just let a poor review sit somewhere without answering it. If the feedback was left in a public forum, leave a response on the same thread thanking the person for his or her criticism.
Write out that you are exploring things and then ask the person for permission to continue talking about the matter in private. This demonstrates to people that your first concern is making the best product possible and that you don't react terribly to opinions. It'll earn you lots of respect.
Actually check to see if the feedback is about something that must be remedied. The differences between a troll and a genuine feedback are evident. "You suck" does not need an answer.
It's important, however, to take a look at things including "the format is wonky" or "there is a 404 page where the about page must be." Look at everything if a change has to be made, make it. This demonstrates that you take notice and will act when you really need to.
Any response you offer should be customized. If you decide to make a change based on something somebody has said, tell the person you take what they said to heart and are making things better. You may also post things like this in public in message boards.
That demonstrates to everybody you could take constructive feedback without getting mad. It shows that you give your very best to give people what they want. This is a great idea even if you do not make a change that someone asks for. Write that you examined the situation but have determined to leave things exactly how they are. And then tell them why you made this verdict.
Keep in mind, above all else, how you react to criticism is all about reputation management. If you fire back at someone for saying something negative about you, you just look petty. If you ignore criticism and simply keep insisting that everything is fine, you'll look like you do not know your business very well.
Keep your vanity in check. People, more often than not, are not attacking you personally. They basically had a less than stellar experience with your product. This means something must be resolved so the experience will be better next time.
The way in which you take critique says quite a lot both about you and your business. Try to be as optimistic as you're able to about it!
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