The idea that an organization can be universally esteemed and loved is false. This is true both offline and online. It doesn't matter how good your company is, you are always going to have to contend with naysayers. It is what you do when you find that criticism that is important. When you're running a business on the internet this is especially vital simply because people will not have as many chances to interact with you in person to help counteract the criticisms they see. So here's what to do.
Respond to any kind of criticism you see as soon as possible. This really is incredibly important. You shouldn't just let a bad feedback sit somewhere and not answer it. If the criticism was left in a public discussion board, leave a response on the same thread thanking the person for his or her comments.
Say that you will look into the matter and then ask for permission to contact the person privately. This will persuade others that your main concern is the development of the best possible product...and that you do not respond negatively when a person criticizes you. It'll earn you a great deal of respect.
Actually take at least a few moments checking out the criticism and determining whether or not you have to do any kind of correcting. The differences between a troll and an honest critique are apparent. You don't have to respond to "you suck."
It is necessary, however, to take a look at things such as "the format is wonky" or "there is a 404 page where the about page should be." Check out everything if a change needs to be made, make it. This shows that you pay attention and will take action when you want to.
Customize every answer you make. If you do opt to make a change or a fix, tell the one who posted the complaint you are making the changes they asked you to make. You can also post things like this publicly in discussion boards. It demonstrates that you do not have an anger response when you're criticized.
It demonstrates you're prepared to do the work you have to do to give people what they need. This is good, even though you may decide against making changes people have asked for. State that you considered it but chose to leave things as they are. Make sure you explain why this is.
Reputation management is the name of the game when you react to complaint; keep in mind that. It appears incredibly petty to fire criticism back at somebody just because they have criticized you. If you pay no attention to the criticism people have given to you and insist that everything is fine and dandy, you'll look like you don't understand your business or product well. Keep your pride in check. People are not attacking you as a person (hopefully). They had a frustrating experience with your product or service. You must make your product better so they won't have the same experience afterwards.
How you deal with criticism says a great deal about you and about your biz. It's vital to stay positive!
Respond to any kind of criticism you see as soon as possible. This really is incredibly important. You shouldn't just let a bad feedback sit somewhere and not answer it. If the criticism was left in a public discussion board, leave a response on the same thread thanking the person for his or her comments.
Say that you will look into the matter and then ask for permission to contact the person privately. This will persuade others that your main concern is the development of the best possible product...and that you do not respond negatively when a person criticizes you. It'll earn you a great deal of respect.
Actually take at least a few moments checking out the criticism and determining whether or not you have to do any kind of correcting. The differences between a troll and an honest critique are apparent. You don't have to respond to "you suck."
It is necessary, however, to take a look at things such as "the format is wonky" or "there is a 404 page where the about page should be." Check out everything if a change needs to be made, make it. This shows that you pay attention and will take action when you want to.
Customize every answer you make. If you do opt to make a change or a fix, tell the one who posted the complaint you are making the changes they asked you to make. You can also post things like this publicly in discussion boards. It demonstrates that you do not have an anger response when you're criticized.
It demonstrates you're prepared to do the work you have to do to give people what they need. This is good, even though you may decide against making changes people have asked for. State that you considered it but chose to leave things as they are. Make sure you explain why this is.
Reputation management is the name of the game when you react to complaint; keep in mind that. It appears incredibly petty to fire criticism back at somebody just because they have criticized you. If you pay no attention to the criticism people have given to you and insist that everything is fine and dandy, you'll look like you don't understand your business or product well. Keep your pride in check. People are not attacking you as a person (hopefully). They had a frustrating experience with your product or service. You must make your product better so they won't have the same experience afterwards.
How you deal with criticism says a great deal about you and about your biz. It's vital to stay positive!
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