It's a myth that an organization can be 100% loved and esteemed. This is true for traditional and online businesses. Regardless of how great your business is, you are going to have to face criticism. It's what you do when you find out about that criticism that matters. As an online based business owner you don't have any face to face interaction to help contradict bad text about you so this is particularly true. So here's what you should do.
Reply to the criticism as quickly as you can. Do not underestimate how important this is. You wouldn't want to merely let a negative Younique critique sit somewhere without answering it. If the review was published in a public discussion board, reply to that same thread and thank the person for his or her comments.
State that you'll look into the matter and then ask for permission to contact the person privately. It will persuade others that your priority is the creation of the best possible product...and that you do not respond badly when a person criticizes you. This can help encourage respect from people.
Actually invest some time investigating whether or not a feedback is about something that actually needs to be remedied. People could tell the difference between trolls and truthful review. You don't have to reply to "you suck."
It is necessary, though, to have a look at things such as "the format is wonky" or "there is a 404 page where the about page must be." Look at everything if a change must be made, make it. This demonstrates to others that you are paying attention and will act when action is required.
All of your replies must be individualized. 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, it is good to write something like this in public. That shows to everyone that you can take constructive critique without getting mad.
It indicates that you work hard to give people what they really want. This is an excellent idea even if you do not make a change that a person asks for. Tell them you checked things out but made the decision not to act. Then explain why you did that.
Try to bear in mind, beyond everything else, the manner in which you react to reviews is about managing your reputation. If you merely criticize someone for criticizing you, you appear dumb. If you pay no attention to the criticism people have given to you and insist that everything is fine and dandy, you're going to seem like you don't understand your business or product very well. Keep your ego under control. People are certainly not attacking you as a person (hopefully). They just had a less than great experience with your product or service. You need to make your product better so they are not going to have the same experience later on.
The way you address criticism says a lot about you and about your biz. Keep positive with it as best you could!
Reply to the criticism as quickly as you can. Do not underestimate how important this is. You wouldn't want to merely let a negative Younique critique sit somewhere without answering it. If the review was published in a public discussion board, reply to that same thread and thank the person for his or her comments.
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State that you'll look into the matter and then ask for permission to contact the person privately. It will persuade others that your priority is the creation of the best possible product...and that you do not respond badly when a person criticizes you. This can help encourage respect from people.
Actually invest some time investigating whether or not a feedback is about something that actually needs to be remedied. People could tell the difference between trolls and truthful review. You don't have to reply to "you suck."
It is necessary, though, to have a look at things such as "the format is wonky" or "there is a 404 page where the about page must be." Look at everything if a change must be made, make it. This demonstrates to others that you are paying attention and will act when action is required.
All of your replies must be individualized. 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, it is good to write something like this in public. That shows to everyone that you can take constructive critique without getting mad.
It indicates that you work hard to give people what they really want. This is an excellent idea even if you do not make a change that a person asks for. Tell them you checked things out but made the decision not to act. Then explain why you did that.
Try to bear in mind, beyond everything else, the manner in which you react to reviews is about managing your reputation. If you merely criticize someone for criticizing you, you appear dumb. If you pay no attention to the criticism people have given to you and insist that everything is fine and dandy, you're going to seem like you don't understand your business or product very well. Keep your ego under control. People are certainly not attacking you as a person (hopefully). They just had a less than great experience with your product or service. You need to make your product better so they are not going to have the same experience later on.
The way you address criticism says a lot about you and about your biz. Keep positive with it as best you could!
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