Tips originally broadcast on November 25, 2008
The Small Business tips today will be about handling
negative feedback.
Preface: 1st be honest, we can't please everyone &
sometimes we mess up. We desire feedback though so that we can improve our business.
- Apologize.
Your customer is disappointed in your business, regardless of the reason.
Let them know that they matter.
- Acknowledge
and respond ASAP in the space feedback was given. If done
"publicly" only take it private or remove if outright hostile.
- Fix
it. Get right to the point. If their complaint is policy, saying so
doesn't fix it. How can you help make it right?
- Try to
find something constructive in the feedback. Make changes to your
practices if they'll help but don't feel obligated.
Daily Overview: Be transparent, listen, act quickly, fix it
& in the end respect their opinion. These steps speak volumes.
I post small business tips on my Twitter account each day, Monday
through Friday. This is a reposting of those tips.
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