It is a myth that an organization can be 100% loved and adored. This is true for physical and online organizations. It doesn't matter how good your company is, you are always going to have to deal with critics. It's what you do when you find that criticism that is crucial. As a web based business owner you haven't got any face to face discussion to help contradict negative text about you so this is particularly true. So here's what you have to do.
Answer any criticism you see as quickly as possible. This is very vital. You shouldn't just let a negative feedback sit somewhere and not answer it. If the critique was left in a public message board, leave an answer on the same thread thanking the person for his or her opinions.
Tell him or her that you're considering it and ask them for permission to discuss their problems privately. This will convince others that your main concern is the development of the best possible product...and that you don't react negatively when a person criticizes you. It will help encourage esteem from others.
Actually take at least a few minutes looking into the critique and deciding whether or not you should do any type of fixing. People can tell the difference between trolls and truthful feedback. "You suck" does not warrant your response.
"I bumped into a 404 page" or "The formatting is messed up" are things that you're going to have to correct. Check everything out and if the change is something you'll need (or would like) to make, make it. This shows that you pay attention and will take action when you really need to.
All of your replies have to be individualized. If you modify something based on a criticism launched by someone specific, let that person know that you've modified things to make them a lot better. You can also post things like this in public in discussion boards. It indicates that you don't have an anger response when you're criticized.
It shows that you make an effort to give people what they need. This is an excellent idea even if you do not make a change that a person asks for. Mention that you considered it but made a decision to leave things as they are. Be sure to clarify why this is.
Reputation management is the name of the game when you react to criticism; keep in mind that. If you fire back at somebody for saying something unfavorable about you, you just look petty. If you ignore the criticism people have given to you and insist that everything is okay, you're going to look like you do not understand your business or product very well. Keep your vanity under control. People, most of the time, are not attacking you personally. They had a disappointing experience with your product or service. This means something needs to be fixed so the experience will be better next time.
How you handle critique tells people lots about both you and the business you are running. Try and be as optimistic as you possibly can about it!
Answer any criticism you see as quickly as possible. This is very vital. You shouldn't just let a negative feedback sit somewhere and not answer it. If the critique was left in a public message board, leave an answer on the same thread thanking the person for his or her opinions.
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Tell him or her that you're considering it and ask them for permission to discuss their problems privately. This will convince others that your main concern is the development of the best possible product...and that you don't react negatively when a person criticizes you. It will help encourage esteem from others.
Actually take at least a few minutes looking into the critique and deciding whether or not you should do any type of fixing. People can tell the difference between trolls and truthful feedback. "You suck" does not warrant your response.
"I bumped into a 404 page" or "The formatting is messed up" are things that you're going to have to correct. Check everything out and if the change is something you'll need (or would like) to make, make it. This shows that you pay attention and will take action when you really need to.
All of your replies have to be individualized. If you modify something based on a criticism launched by someone specific, let that person know that you've modified things to make them a lot better. You can also post things like this in public in discussion boards. It indicates that you don't have an anger response when you're criticized.
It shows that you make an effort to give people what they need. This is an excellent idea even if you do not make a change that a person asks for. Mention that you considered it but made a decision to leave things as they are. Be sure to clarify why this is.
Reputation management is the name of the game when you react to criticism; keep in mind that. If you fire back at somebody for saying something unfavorable about you, you just look petty. If you ignore the criticism people have given to you and insist that everything is okay, you're going to look like you do not understand your business or product very well. Keep your vanity under control. People, most of the time, are not attacking you personally. They had a disappointing experience with your product or service. This means something needs to be fixed so the experience will be better next time.
How you handle critique tells people lots about both you and the business you are running. Try and be as optimistic as you possibly can about it!
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