It is a myth that a company can be 100% loved and esteemed. This is true both traditional and online. It does not matter how good your organization is, you are always going to have to contend with naysayers. It's what you do when you find out that criticism that is important. This is particularly crucial to do when you do your business on the web -- where people haven't got a lot of chances to connect with you personally to counteract the negative opinions they read. These are the things you must do.
You need to reply quickly to every criticism you see. You should not underestimate how crucial this is. It's not a good idea to let a negative critique to be unresponded to. If the feedback was left in a public discussion board, leave an answer on the same thread thanking the person for his or her opinions.
Write out that you are looking at things and then ask the person for permission to continue discussing the matter in private. This gives proof that your most important priority is the creation of the best possible product and that you can take feedback very well. It will earn you lots of respect.
Actually check to see if the critique is about something that has to be fixed. Everyone knows how to tell trolls and truthful criticism apart. "You suck" doesn't require a reply.
"I encountered a 404 page" or "The formatting is messed up" are things that you are going to need to fix. Take a look at everything and if something does indeed need to be changed or fixed, modify or correct it. This demonstrates to others you are paying attention and will do something when action is necessary.
All of your answers need to be individualized. If you do choose to make a change or a fix, tell the individual who posted the criticism you're making the changes they requested you to make. You may also publish things like this publicly in message boards. It indicates that you don't have an anger response when you're criticized.
In addition, it demonstrates to them that you're going to work as hard as you have to work to give them what they want. This is good, even if you decide against making changes people have asked for. Tell them you checked things out but chose not to do anything. And then tell them why you made this determination.
Reputation management is the name of the game when you respond to criticism; don't forget that. If you simply criticize somebody for criticizing you, you appear foolish. If you pay no attention to criticism and simply keep insisting that everything is okay, you will look like you don't know your business well. Keep your pride in check. People are not attacking you as a person (hopefully). They did not have a gratifying experience with your product or service. You should make your product better so they are not going to have the same experience later.
How you take feedback says quite a bit both about you and your business. Keep positive with it as well as you could!
You need to reply quickly to every criticism you see. You should not underestimate how crucial this is. It's not a good idea to let a negative critique to be unresponded to. If the feedback was left in a public discussion board, leave an answer on the same thread thanking the person for his or her opinions.
Write out that you are looking at things and then ask the person for permission to continue discussing the matter in private. This gives proof that your most important priority is the creation of the best possible product and that you can take feedback very well. It will earn you lots of respect.
Actually check to see if the critique is about something that has to be fixed. Everyone knows how to tell trolls and truthful criticism apart. "You suck" doesn't require a reply.
"I encountered a 404 page" or "The formatting is messed up" are things that you are going to need to fix. Take a look at everything and if something does indeed need to be changed or fixed, modify or correct it. This demonstrates to others you are paying attention and will do something when action is necessary.
All of your answers need to be individualized. If you do choose to make a change or a fix, tell the individual who posted the criticism you're making the changes they requested you to make. You may also publish things like this publicly in message boards. It indicates that you don't have an anger response when you're criticized.
In addition, it demonstrates to them that you're going to work as hard as you have to work to give them what they want. This is good, even if you decide against making changes people have asked for. Tell them you checked things out but chose not to do anything. And then tell them why you made this determination.
Reputation management is the name of the game when you respond to criticism; don't forget that. If you simply criticize somebody for criticizing you, you appear foolish. If you pay no attention to criticism and simply keep insisting that everything is okay, you will look like you don't know your business well. Keep your pride in check. People are not attacking you as a person (hopefully). They did not have a gratifying experience with your product or service. You should make your product better so they are not going to have the same experience later.
How you take feedback says quite a bit both about you and your business. Keep positive with it as well as you could!
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