It is a myth that an organization can be 100% loved and adored. This is true both traditional and on the web. Even though you feel your company is awesome, you are going to have to confront some criticism. It's what you do when you learn about that criticism that is important. This is particularly vital to do when you do your business on the internet -- where people don't have lots of chances to connect with you in person to counteract the negativity they read. So here is what you have to do.
Reply to every criticism you see at once. This is super important. It isn't a great idea to let a negative review to be unresponded to. If the review was posted in a public discussion board, reply to that same thread and thank the person for his or her criticism.
State that you'll look into the matter and then ask for permission to contact the individual privately. This would persuade others that your main priority is the development of the best possible product...and that you do not react negatively when somebody criticizes you. This can help encourage respect from others.
Actually determine if the critique is about something that should be fixed. Everybody knows how to tell trolls and honest criticism apart. "You suck" doesn't merit your response.
"I came across a 404 page" or "the format seems weird" are things you need to have a look at. Check everything out and if the change is something that you need (or would like) to make, make it. This shows to others that you are paying attention and will act when action is necessary.
Your replies must be personalized. If you choose to make a change or a fix, tell the one who posted the complaint that you're making the changes they asked you to make. Additionally, it is good to write something like this publicly. It indicates that you do not have an anger response when you are criticized.
It shows that you give your very best to give people what they really want. This is smart, even though you may decide against making changes people have asked for. Say that you looked into it but decided to leave things as they are. Then clarify why you did that.
Reputation management is the name of the game when you react to critique; just remember that. It's extremely petty to fire criticism back at somebody simply because they have criticized you. If you ignore peoples' criticism and try to insist that it is all okay, you'll appear as if you don't understand your own business all that well. Keep your vanity under control. People, most of the time, are not attacking you personally. They didn't have a satisfying experience with your product or service. This means something has to be fixed so the experience will be better next time.
How you deal with criticism says a whole lot about you and about your company. Try and be as positive as you can about it!
Reply to every criticism you see at once. This is super important. It isn't a great idea to let a negative review to be unresponded to. If the review was posted in a public discussion board, reply to that same thread and thank the person for his or her criticism.
State that you'll look into the matter and then ask for permission to contact the individual privately. This would persuade others that your main priority is the development of the best possible product...and that you do not react negatively when somebody criticizes you. This can help encourage respect from others.
Actually determine if the critique is about something that should be fixed. Everybody knows how to tell trolls and honest criticism apart. "You suck" doesn't merit your response.
"I came across a 404 page" or "the format seems weird" are things you need to have a look at. Check everything out and if the change is something that you need (or would like) to make, make it. This shows to others that you are paying attention and will act when action is necessary.
Your replies must be personalized. If you choose to make a change or a fix, tell the one who posted the complaint that you're making the changes they asked you to make. Additionally, it is good to write something like this publicly. It indicates that you do not have an anger response when you are criticized.
It shows that you give your very best to give people what they really want. This is smart, even though you may decide against making changes people have asked for. Say that you looked into it but decided to leave things as they are. Then clarify why you did that.
Reputation management is the name of the game when you react to critique; just remember that. It's extremely petty to fire criticism back at somebody simply because they have criticized you. If you ignore peoples' criticism and try to insist that it is all okay, you'll appear as if you don't understand your own business all that well. Keep your vanity under control. People, most of the time, are not attacking you personally. They didn't have a satisfying experience with your product or service. This means something has to be fixed so the experience will be better next time.
How you deal with criticism says a whole lot about you and about your company. Try and be as positive as you can about it!
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