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There is no such thing as a business that is universally loved and esteemed. This is true both on the internet and off of it. Regardless of how great your business is, you're going to have to face criticism. It's the way you address the criticism when you find it that matters. As an online based business owner you haven't got any face to face interaction to help contradict unfavorable text about you so this is especially true. So here's what you should do.
Reply to the criticism as soon as you're able to and Start With Why. Do not underestimate how vital this is. You do not want to just let a poor review sit somewhere without addressing it. If the critique was left in a public discussion board, leave a reply on the same thread thanking the person for his or her feedback. Write out that you're looking at things and then ask the person for permission to continue discussing the matter in private. This indicates to people that your first consideration is developing the best product possible and that you don't react terribly to feedback. It'll earn you a lot of respect.
Actually take at least a few minutes looking into the critique and deciding whether or not you should do any kind of rectifying. People can easily tell the difference between trolls and genuine critique. You don't have to respond to "you suck." "I discovered a 404 page" or "the format appears weird" are things you should take a look at. Check everything out and if the change is something you need (or want) to make, make it. This shows to others that you're paying attention and will act when action is required.
Personalize each reply you make. If you modify something based upon a complaint launched by someone specific, let that person know that you've changed things to make them better. It is also good to put up a post or an answer in the discussion board that says, basically, the same thing. It demonstrates that you do not have an anger response when you are criticized. It shows you are prepared to do the work you should do to give people what they want. This is an excellent idea even if you don't make a change that a person asks for. Tell them that you checked things out but decided not to act. And then inform them why you made this resolution.
Reputation management is the name of the game when you react to feedback; remember that. It's very petty to fire criticism back at somebody just because they have criticized you. If you pay no attention to peoples' criticism and try to insist that it is all good, you are going to appear like you don't understand your own business all that well.
Keep your ego under control. People, more often than not, are not attacking you personally. They had a frustrating experience with your product or service. You need to make your product better so they will not have the same experience later.
How you deal with feedback tells people a lot about both you and the business you are running. It's vital to maintain positivity!
Reply to the criticism as soon as you're able to and Start With Why. Do not underestimate how vital this is. You do not want to just let a poor review sit somewhere without addressing it. If the critique was left in a public discussion board, leave a reply on the same thread thanking the person for his or her feedback. Write out that you're looking at things and then ask the person for permission to continue discussing the matter in private. This indicates to people that your first consideration is developing the best product possible and that you don't react terribly to feedback. It'll earn you a lot of respect.
Actually take at least a few minutes looking into the critique and deciding whether or not you should do any kind of rectifying. People can easily tell the difference between trolls and genuine critique. You don't have to respond to "you suck." "I discovered a 404 page" or "the format appears weird" are things you should take a look at. Check everything out and if the change is something you need (or want) to make, make it. This shows to others that you're paying attention and will act when action is required.
Personalize each reply you make. If you modify something based upon a complaint launched by someone specific, let that person know that you've changed things to make them better. It is also good to put up a post or an answer in the discussion board that says, basically, the same thing. It demonstrates that you do not have an anger response when you are criticized. It shows you are prepared to do the work you should do to give people what they want. This is an excellent idea even if you don't make a change that a person asks for. Tell them that you checked things out but decided not to act. And then inform them why you made this resolution.
Reputation management is the name of the game when you react to feedback; remember that. It's very petty to fire criticism back at somebody just because they have criticized you. If you pay no attention to peoples' criticism and try to insist that it is all good, you are going to appear like you don't understand your own business all that well.
Keep your ego under control. People, more often than not, are not attacking you personally. They had a frustrating experience with your product or service. You need to make your product better so they will not have the same experience later.
How you deal with feedback tells people a lot about both you and the business you are running. It's vital to maintain positivity!
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