There is no such thing as a company that is universally loved and admired. This is true both on the web and off of it. Although you may feel your business is amazing, you'll have to face some criticism. It's what you do when you find that criticism that is important. When you are running a business on the internet this is especially crucial simply because people will not have as many chances to interact with you in person to help counteract the negativity that they see. So here is what you can do.
It's vital to reply quickly to any kind of criticism you see. This can be extremely important. You should not just let a negative review sit somewhere and not answer it. If the feedback was left in a public message board, leave a response on the same thread thanking the person for his or her criticism.
Write out you're looking at things and then ask the person for permission to continue going over the matter in private. This would persuade others that your top priority is the development of the best possible product...and that you do not respond badly when a person criticizes you. It will earn you a great deal of respect.
Actually spend some time looking into whether or not a complaint is about something that actually should be resolved. The differences between a troll and an honest feedback are obvious. "You suck" doesn't deserve your response.
"I encountered a 404 page" or "The layout is messed up" are things you're going to need to resolve. Check everything out and if the change is something that you need (or want) to make, make it. This demonstrates that you pay attention and will do something when you really need to.
Every reply you offer needs to be personalized. If you choose to make a change based on something somebody has said, tell the person you're taking what they said to heart and are making things better. It's also good to publish something like this openly. That demonstrates to everybody you could take constructive criticism without getting upset.
It shows that you give your very best to give people what they need. This is smart, even if you decide against making alterations people have requested. State that you looked into it but decided to leave things as they are. Ensure you explain why this is.
Try to bear in mind, beyond anything else, the way in which you react to opinions is all about taking care of your reputation. If you simply criticize someone for criticizing you, you appear foolish. If you dismiss the criticism people have given to you and insist that everything is fine and dandy, you will seem like you don't understand your business or product well. Keep your pride under control. People are not attacking you as a person (hopefully). They had a disappointing experience with your product. You need to make your product better so they will not have the same experience later.
The way you handle criticism tells people quite a lot about both you and the business you are running. Keep positive with it the best you are able to!
It's vital to reply quickly to any kind of criticism you see. This can be extremely important. You should not just let a negative review sit somewhere and not answer it. If the feedback was left in a public message board, leave a response on the same thread thanking the person for his or her criticism.
Write out you're looking at things and then ask the person for permission to continue going over the matter in private. This would persuade others that your top priority is the development of the best possible product...and that you do not respond badly when a person criticizes you. It will earn you a great deal of respect.
Actually spend some time looking into whether or not a complaint is about something that actually should be resolved. The differences between a troll and an honest feedback are obvious. "You suck" doesn't deserve your response.
"I encountered a 404 page" or "The layout is messed up" are things you're going to need to resolve. Check everything out and if the change is something that you need (or want) to make, make it. This demonstrates that you pay attention and will do something when you really need to.
Every reply you offer needs to be personalized. If you choose to make a change based on something somebody has said, tell the person you're taking what they said to heart and are making things better. It's also good to publish something like this openly. That demonstrates to everybody you could take constructive criticism without getting upset.
It shows that you give your very best to give people what they need. This is smart, even if you decide against making alterations people have requested. State that you looked into it but decided to leave things as they are. Ensure you explain why this is.
Try to bear in mind, beyond anything else, the way in which you react to opinions is all about taking care of your reputation. If you simply criticize someone for criticizing you, you appear foolish. If you dismiss the criticism people have given to you and insist that everything is fine and dandy, you will seem like you don't understand your business or product well. Keep your pride under control. People are not attacking you as a person (hopefully). They had a disappointing experience with your product. You need to make your product better so they will not have the same experience later.
The way you handle criticism tells people quite a lot about both you and the business you are running. Keep positive with it the best you are able to!
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