There's no such thing as a business that is universally loved and admired. This is true for brick and mortar and internet based businesses. It does not 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 that criticism that is vital. If you are running a business on the internet this is especially crucial mainly because people will not have as many chances to interact with you in person to help counteract the negative opinions that they see. So here is how to proceed.
Reply to any criticism you see without delay. This is very vital. You should not just let a poor review sit somewhere and not react to 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.
Tell him or her that you are looking into it and ask them for permission to discuss their problems privately. It will convince others that your main concern is the creation of the best possible product...and that you do not react badly when a person criticizes you. This should help you earn a lot of respect.
Actually take at least a few moments looking into the criticism and deciding whether or not you need to do any kind of correcting. The differences between a troll and a real review are apparent. "You suck" isn't going to need a response.
It is necessary, however, to check out things like "the format is wonky" or "there is a 404 page where the about page must be." Have a look at everything and if something does indeed need to be changed or resolved, change or fix it. This would demonstrate that you really do take notice and will do something when it's called for.
Each response you offer needs to be customized. If you do choose to make a change or a fix, tell the one who posted the complaint you are making the changes they asked you to make. Additionally, it is good to put up a post or a response in the message board that says, in essence, the same thing. That shows to everybody you could take constructive criticism without getting mad.
It shows that you're ready to do the work you should do to give people what they really want. This is a good idea even if you don't make a change that someone asks for. Let them know that you checked things out but decided not to take action. Then clarify why you did that.
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 look petty. If you dismiss the criticism people have given to you and insist that everything is fine and dandy, you are going to appear as if you don't understand your company or product well. Keep your ego in check. People are not attacking you as a person (hopefully). They simply had a less than stellar experience with your product. This suggests that you have to improve the product so that they will not have a repeat of that same experience.
The way in which you deal with criticism says a whole lot about you and about your biz. Keep positive with it the best you are able to!
Reply to any criticism you see without delay. This is very vital. You should not just let a poor review sit somewhere and not react to 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.
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Tell him or her that you are looking into it and ask them for permission to discuss their problems privately. It will convince others that your main concern is the creation of the best possible product...and that you do not react badly when a person criticizes you. This should help you earn a lot of respect.
Actually take at least a few moments looking into the criticism and deciding whether or not you need to do any kind of correcting. The differences between a troll and a real review are apparent. "You suck" isn't going to need a response.
It is necessary, however, to check out things like "the format is wonky" or "there is a 404 page where the about page must be." Have a look at everything and if something does indeed need to be changed or resolved, change or fix it. This would demonstrate that you really do take notice and will do something when it's called for.
Each response you offer needs to be customized. If you do choose to make a change or a fix, tell the one who posted the complaint you are making the changes they asked you to make. Additionally, it is good to put up a post or a response in the message board that says, in essence, the same thing. That shows to everybody you could take constructive criticism without getting mad.
It shows that you're ready to do the work you should do to give people what they really want. This is a good idea even if you don't make a change that someone asks for. Let them know that you checked things out but decided not to take action. Then clarify why you did that.
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 look petty. If you dismiss the criticism people have given to you and insist that everything is fine and dandy, you are going to appear as if you don't understand your company or product well. Keep your ego in check. People are not attacking you as a person (hopefully). They simply had a less than stellar experience with your product. This suggests that you have to improve the product so that they will not have a repeat of that same experience.
The way in which you deal with criticism says a whole lot about you and about your biz. Keep positive with it the best you are able to!
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