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.
