It's a myth that an organization can be 100% loved and adored. This is true both online and off of it. Even if you believe your company is amazing, you will have to confront some criticism.
It is what you do when you find that criticism that is important. As an online based business owner you don't have any face to face discussion to help contradict negative text about you so this is especially true. These are the things you must do.
Respond to any criticism you see at once. You shouldn't underestimate how important this is. You should not just let a poor review sit somewhere and not react to it. If the review was published in a public forum, reply to that same thread and thank the person for his or her comments.
Write out that you're looking at things and then ask the person for permission to continue talking about the matter in private. It will convince others that your main priority is the development of the best possible product...and that you don't react poorly when somebody criticizes you. This can help encourage respect from other folks.
Actually take at least a few minutes investigating the critique and deciding whether or not you should do any kind of rectifying. The differences between a troll and an honest review are evident. "You suck" does not warrant your reply.
It is important, though, to take a look at things such as "the format is wonky" or "there is a 404 page where the about page needs to be." Take a look at everything and if something really does need to be changed or resolved, change or fix it. This proves to others you're paying attention and will do something when action is required.
Personalize any response you make. If you choose 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. It is also good to put up a post or a reply in the forum that says, in essence, the same thing.
That demonstrates to everyone you can take constructive criticism without getting mad. It shows you're ready to do the work you must do to give people what they want. This is smart, even when you decide against making alterations people have requested. Write you looked into the matter but have determined to leave things how they are. And then inform them why you made this verdict.
Bear in mind, above all else, the way you respond to feedback is about reputation management. It looks very petty to fire criticism back at somebody simply because they've criticized you. If you dismiss the criticism people have given to you and insist that everything is fine and dandy, you'll seem like you don't understand your business or product very well.
Keep your ego in check. People, most of the time, are not attacking you personally. They had a disappointing experience with your product or service. This suggests that you should improve the product so that they won't have a repeat of that same experience.
How you deal with criticism says a whole lot about you and about your company. Keep positive with it as well as you are able to!
It is what you do when you find that criticism that is important. As an online based business owner you don't have any face to face discussion to help contradict negative text about you so this is especially true. These are the things you must do.
Respond to any criticism you see at once. You shouldn't underestimate how important this is. You should not just let a poor review sit somewhere and not react to it. If the review was published in a public forum, reply to that same thread and thank the person for his or her comments.
[http://www.youtube.com/watch?v=o4WhxSopEvk:www.5linx.net]
Write out that you're looking at things and then ask the person for permission to continue talking about the matter in private. It will convince others that your main priority is the development of the best possible product...and that you don't react poorly when somebody criticizes you. This can help encourage respect from other folks.
Actually take at least a few minutes investigating the critique and deciding whether or not you should do any kind of rectifying. The differences between a troll and an honest review are evident. "You suck" does not warrant your reply.
It is important, though, to take a look at things such as "the format is wonky" or "there is a 404 page where the about page needs to be." Take a look at everything and if something really does need to be changed or resolved, change or fix it. This proves to others you're paying attention and will do something when action is required.
Personalize any response you make. If you choose 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. It is also good to put up a post or a reply in the forum that says, in essence, the same thing.
That demonstrates to everyone you can take constructive criticism without getting mad. It shows you're ready to do the work you must do to give people what they want. This is smart, even when you decide against making alterations people have requested. Write you looked into the matter but have determined to leave things how they are. And then inform them why you made this verdict.
Bear in mind, above all else, the way you respond to feedback is about reputation management. It looks very petty to fire criticism back at somebody simply because they've criticized you. If you dismiss the criticism people have given to you and insist that everything is fine and dandy, you'll seem like you don't understand your business or product very well.
Keep your ego in check. People, most of the time, are not attacking you personally. They had a disappointing experience with your product or service. This suggests that you should improve the product so that they won't have a repeat of that same experience.
How you deal with criticism says a whole lot about you and about your company. Keep positive with it as well as you are able to!
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