There is no such thing as an organization that is globally loved and esteemed. This is true for brick and mortar and internet based companies. It doesn't matter how great your organization is, you're going to have to deal with criticism. It is what you do when you find out that criticism that is crucial. This is especially important to do when you do your business on the web -- where people do not have lots of chances to connect with you personally to counteract the criticisms they read. So here is what you need to do.
It's important to take action quickly to any criticism you see. You shouldn't underestimate how vital this is. It isn't a great idea to let a negative feedback to be unresponded to. If you see the criticism in a public message board, respond through the same thread and thank the person for her or his Multi Level Marketing thoughts.
Tell him or her that you're investigating it and ask them for permission to discuss their concerns privately. It will prove to others that your main priority is the development of the best possible product...and that you don't respond poorly when someone criticizes you. It's going to earn you lots of respect.
Actually take at least a few moments looking into the criticism and determining whether or not you have to do any sort of correcting. The differences between a troll and an honest review are clear. It's not necessary to respond to "you suck."
It is necessary, though, to take a look at things including "the format is wonky" or "there is a 404 page where the about page should be." Have a look at everything and if something really does need to be changed or fixed, change or fix it. This demonstrates that you pay attention and will act when you need to.
Every response you provide has to be personalized. If you opt to make a change based on something another person has said, tell the person you're taking what they said to heart and are making things better. It's also good to put up a post or a response in the discussion board that says, basically, the same thing. This demonstrates you don't just get mad when another person criticizes you.
It proves that you're ready to do the work you should do to give people what they really want. This is a great idea even if you don't make a change that a person asks for. Say that you considered it but made a decision to leave things as they are. Make sure you explain why this is.
Remember that, above all else, the way you respond to criticism is all about reputation management. If you simply criticize somebody for criticizing you, you look stupid. If you pay no attention to peoples' criticism and try to insist that it is all good, you are going to look like you don't understand your own business all that well. Keep your pride in check. People aren't attacking you as a person (hopefully). They didn't have a fulfilling experience with your product. This implies something needs to be fixed so the experience will be better next time.
The way you handle feedback tells people quite a lot about both you and the business you are running. Keep positive with it the best you can!
It's important to take action quickly to any criticism you see. You shouldn't underestimate how vital this is. It isn't a great idea to let a negative feedback to be unresponded to. If you see the criticism in a public message board, respond through the same thread and thank the person for her or his Multi Level Marketing thoughts.
Tell him or her that you're investigating it and ask them for permission to discuss their concerns privately. It will prove to others that your main priority is the development of the best possible product...and that you don't respond poorly when someone criticizes you. It's going to earn you lots of respect.
Actually take at least a few moments looking into the criticism and determining whether or not you have to do any sort of correcting. The differences between a troll and an honest review are clear. It's not necessary to respond to "you suck."
It is necessary, though, to take a look at things including "the format is wonky" or "there is a 404 page where the about page should be." Have a look at everything and if something really does need to be changed or fixed, change or fix it. This demonstrates that you pay attention and will act when you need to.
Every response you provide has to be personalized. If you opt to make a change based on something another person has said, tell the person you're taking what they said to heart and are making things better. It's also good to put up a post or a response in the discussion board that says, basically, the same thing. This demonstrates you don't just get mad when another person criticizes you.
It proves that you're ready to do the work you should do to give people what they really want. This is a great idea even if you don't make a change that a person asks for. Say that you considered it but made a decision to leave things as they are. Make sure you explain why this is.
Remember that, above all else, the way you respond to criticism is all about reputation management. If you simply criticize somebody for criticizing you, you look stupid. If you pay no attention to peoples' criticism and try to insist that it is all good, you are going to look like you don't understand your own business all that well. Keep your pride in check. People aren't attacking you as a person (hopefully). They didn't have a fulfilling experience with your product. This implies something needs to be fixed so the experience will be better next time.
The way you handle feedback tells people quite a lot about both you and the business you are running. Keep positive with it the best you can!
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