The thought that a business can be universally esteemed and loved is false. This is true both offline and online. Even if you feel your company is awesome, you'll have to confront some criticism. It's what you do when you find out about that criticism that matters. When you're running a business on the internet this is especially vital because people aren't going to have as many chances to interact with you in person to help counteract the negative opinions they see. So here's how to proceed.
Answer any kind of criticism you see quickly. This is very crucial. You wouldn't want to simply let a terrible review sit somewhere without addressing it. If you see the critique in a public discussion board, answer back through the same thread and thank the person for her or his views. Mention that you'll investigate the matter and then ask for permission to contact the person privately. This shows people that your first consideration is producing the best product possible and that you don't respond poorly to opinions. This can help you earn a lot of respect.
Actually invest some time looking into whether or not a complaint is about something that actually needs to be resolved. The differences between a troll and a real review are clear. You don't need to react to "you suck." It is necessary, though, to take a look at things like "the format is wonky" or "there is a 404 page where the about page must be." Check out everything and if something truly does need to be changed or remedied, change or remedy it. This shows that you pay attention and will do something when you need to.
Each reply you offer has to be personalized. If you modify something based upon a complaint launched by someone specific, let that person know that you've altered things to make them a lot better. Additionally, you can publish things like this openly in forums. That shows to everybody you can take constructive criticism without getting angry. It shows you are willing to do the work you should do to give people what they need. This is a good idea even if you do not make a change that somebody asks for. Write that you examined the matter but have chosen to leave things just how they are. Be sure to explain why this is.
Try to bear in mind, beyond everything else, the manner in which you respond to critiques is all about taking care of your reputation. If you simply criticize somebody for criticizing you, you look foolish. If you pay no attention to peoples' criticism and try to insist that it is all okay, you're going to appear like you do not understand your own business all that well.
Keep your ego on a leash. For the most part, the criticism isn't intended to be about you personally. They basically had a less than great experience with your product. This implies that you must improve the product so that they are not going to have a repeat of that same experience.
The way in which you address criticism says a lot about you and about your business. Try and be as optimistic as you possibly can about it!
Answer any kind of criticism you see quickly. This is very crucial. You wouldn't want to simply let a terrible review sit somewhere without addressing it. If you see the critique in a public discussion board, answer back through the same thread and thank the person for her or his views. Mention that you'll investigate the matter and then ask for permission to contact the person privately. This shows people that your first consideration is producing the best product possible and that you don't respond poorly to opinions. This can help you earn a lot of respect.
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Actually invest some time looking into whether or not a complaint is about something that actually needs to be resolved. The differences between a troll and a real review are clear. You don't need to react to "you suck." It is necessary, though, to take a look at things like "the format is wonky" or "there is a 404 page where the about page must be." Check out everything and if something truly does need to be changed or remedied, change or remedy it. This shows that you pay attention and will do something when you need to.
Each reply you offer has to be personalized. If you modify something based upon a complaint launched by someone specific, let that person know that you've altered things to make them a lot better. Additionally, you can publish things like this openly in forums. That shows to everybody you can take constructive criticism without getting angry. It shows you are willing to do the work you should do to give people what they need. This is a good idea even if you do not make a change that somebody asks for. Write that you examined the matter but have chosen to leave things just how they are. Be sure to explain why this is.
Try to bear in mind, beyond everything else, the manner in which you respond to critiques is all about taking care of your reputation. If you simply criticize somebody for criticizing you, you look foolish. If you pay no attention to peoples' criticism and try to insist that it is all okay, you're going to appear like you do not understand your own business all that well.
Keep your ego on a leash. For the most part, the criticism isn't intended to be about you personally. They basically had a less than great experience with your product. This implies that you must improve the product so that they are not going to have a repeat of that same experience.
The way in which you address criticism says a lot about you and about your business. Try and be as optimistic as you possibly can about it!
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