There’s no reason for you to worry if your business has critics because it could mean that you are doing something right.
As a matter of fact, experts believe that businesses that only have fans and zero critics are not necessarily successful businesses. If you have few or no critics at all, this could mean that you’re in the wrong niche, or that your marketing strategies are not good enough for your company to stand out.
Both positive and negative feedback from customers can play a very important role in maintaining and expanding a successful business. Although it isn’t fun hearing complaints coming from your customers, it can be an important learning experience for you, whether you like it or not.
Here are the steps for handling your haters and critics:
1. Don’t easily get offended by what you hear
Criticisms often come in terrible wrapping, and there’s little you can do to make them sound better. What you can do, instead, is to take the tone for granted and just pay attention to the content. Especially if the criticism is from not just a single customer, you must look deeper and look past how it is said.
2. Determine what you can learn from the negative feedback from the customer
Every criticism or bad comment from a hater comes with a lesson you should learn as a business owner. You should realize that customer complaints won’t exist if everything is done right. Again, you need to focus on what message the angry customer or customers are trying to say to you. Use this to identify which parts of your services or products need to be improved.
3. Focus on how you will respond to the content
Whether your critic is attacking you online or in person, keep in mind that your customers are likely to evaluate you based on how you react or respond to them. Therefore, it’s important that you keep your tone polite and professional regardless of the harsh words being used by your angry customers.
4. Find a solution…quick
It’s not enough that you respond to criticisms politely and in a timely manner. More importantly, you need to offer a quick solution to your customers’ concerns. Keep in mind that the main reason your customers are reaching out to you is not to vent out or express dismay. What they want is for you to help them resolve the issues they are dealing with. This has to be your top priority.
The bottom-line is that criticisms can in fact be one of the most powerful driving forces to improve your business. Also, the way you respond to your critics will significantly improve your reputation. A good business consultant is one who can equip you with systems and skills that will help you do better in dealing with your haters and critics.
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