Let’s explore what negative feedback means to you and your business.
If we’re all honest with ourselves, we would much prefer to receive positive feedback over negative commentary. When we receive positive feedback, we feel like we’re on the right track, that people appreciate our service or products and that growth is on the horizon.
When a customer complains or highlights a negative experience, often it can make us feel frustrated, making it difficult to move past and forward to the future. However, there is just as much opportunity in harnessing negative feedback for the greater good of the company as there is in positive feedback. We may not like to hear the concerns and complaints of our customers, but they can help us learn, grow and come up with better solutions to move forward as a business, inevitably helping us create better services, solutions and experiences going forward.
In most instances, customers give negative feedback because they would like to assist your business in changing services that are perhaps not working or could be improved on. Aside from the so-called “trolls” of the Twitterverse who like to stir up a fuss for the sake of stirring up a fuss or those looking for freebies, most customers share feedback because they genuinely want to see your company improve, while staying loyal to your brand. It’s important to separate the trolls from the truth as you navigate your way through negative feedback. Constructive criticism can go a long way in evolving the way in which you conduct business.
How to deal with negative feedback in a positive way.
There is always opportunity to turn the tides around when receiving negative feedback, giving your customers a positive and professional experience in your response. The trick is to always remain professional in your approach, as you would when receiving positive feedback. While changing negative perception can be an arduous task for any company or individual to deal with, if you approach this feedback in an engaging and professional way, the chances are that your customer will see this as positive and they will be highly likely to continue supporting your company going forward. It is also extremely important to look internally at company operations and determine where the root of the problem is coming from and if there is need to action a solution to problem, whether it be big or small. Sometimes, we need this valuable feedback to help us shape the future of how we go about business practises. Often, we need external commentary to assist in changing internal movement that will in the end, affect external communication – it’s a cycle of sorts.