The notion that a business can be globally admired and loved is false. This is true for brick and mortar and web based companies. It doesn't matter how good your company is, you're always going to have to contend with critics. It is actually what you do when you find out about that criticism that matters. This is particularly important to do when you do your business on the web -- where people haven't got lots of chances to connect with you in person to counteract the criticisms they read. These are the things you must do.
It's vital to respond quickly to any kind of criticism you see. This is very important. It is not a good idea to let a bad feedback to be unresponded to. If the critique was posted in a public discussion board, reply to that same thread and thank the person for his or her feedback. Tell him or her that you are looking into it and ask them for permission to discuss their problems privately. This offers proof that your big priority is the creation of the best possible product and that you can take feedback very well. This can help you earn a great deal of respect.
Actually take at least a short while investigating the criticism and deciding whether or not you should do any type of fixing. The differences between a troll and an honest feedback are apparent. "You suck" doesn't justify your response. "I ran into a 404 page" or "The format is messed up" are things you're going to have to fix. Check everything out and if the change is something that you need (or would like) to make, make it. It will show that you actually do take notice and will take action only when it's warranted.
Personalize each reply you make. If you alter something according to a criticism launched by someone specific, let that person know you have altered things to make them a lot better. It is also good to put up a post or an answer in the forum that says, in essence, the same thing. That proves to everyone that you can take constructive feedback without getting angry. It indicates 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 you looked into the issue but have chosen to leave things exactly how they are. And then inform them why you made this verdict.
Remember that, above all else, how you respond to critique is about reputation management. If you fire back at somebody for saying something unfavorable about you, you just look petty. If you dismiss peoples' criticism and try to insist that it is all fine, you're going to appear like you do not understand your own business all that well.
Keep your ego in check. People are certainly not attacking you as an individual (hopefully). They basically had a less than stellar experience with your offer. You must make your product better so they are not going to have the same experience later on.
The way you address feedback tells people a lot about both you and the business you are running. It's vital to stay positive!
It's vital to respond quickly to any kind of criticism you see. This is very important. It is not a good idea to let a bad feedback to be unresponded to. If the critique was posted in a public discussion board, reply to that same thread and thank the person for his or her feedback. Tell him or her that you are looking into it and ask them for permission to discuss their problems privately. This offers proof that your big priority is the creation of the best possible product and that you can take feedback very well. This can help you earn a great deal of respect.
Actually take at least a short while investigating the criticism and deciding whether or not you should do any type of fixing. The differences between a troll and an honest feedback are apparent. "You suck" doesn't justify your response. "I ran into a 404 page" or "The format is messed up" are things you're going to have to fix. Check everything out and if the change is something that you need (or would like) to make, make it. It will show that you actually do take notice and will take action only when it's warranted.
Personalize each reply you make. If you alter something according to a criticism launched by someone specific, let that person know you have altered things to make them a lot better. It is also good to put up a post or an answer in the forum that says, in essence, the same thing. That proves to everyone that you can take constructive feedback without getting angry. It indicates 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 you looked into the issue but have chosen to leave things exactly how they are. And then inform them why you made this verdict.
Remember that, above all else, how you respond to critique is about reputation management. If you fire back at somebody for saying something unfavorable about you, you just look petty. If you dismiss peoples' criticism and try to insist that it is all fine, you're going to appear like you do not understand your own business all that well.
Keep your ego in check. People are certainly not attacking you as an individual (hopefully). They basically had a less than stellar experience with your offer. You must make your product better so they are not going to have the same experience later on.
The way you address feedback tells people a lot about both you and the business you are running. It's vital to stay positive!
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