There's no such thing as a business that is universally loved and esteemed. This is true both offline and on the internet. It doesn't matter how great your business is, you're going to have to contend with criticism. It's just how you address the criticism when you find it that counts. When you're running a business on the internet this is especially crucial simply because people aren't going to have as many chances to interact with you in person to help counteract the negative opinions that they see. These are the things you have to do.
Reply to every criticism you see at once. Do not underestimate how crucial this is. You do not want to simply let a terrible Younique review sit somewhere without responding to it. If you see the critique in a public message board, answer back through the same thread and thank the person for her or his Multi Level Marketing views.
Mention that you will look into the matter and then ask for permission to contact the individual privately. This will persuade others that your priority is the creation of the best possible product...and that you don't respond badly when a person criticizes you. This can help you earn lots of respect.
Actually determine if the critique is about something that must be fixed. People can tell the difference between trolls and genuine feedback. "You suck" doesn't deserve your reply.
"I encountered a 404 page" or "The format is messed up" are things you're going to need to resolve. Check everything out and if the change is something that you need (or want) to make, make it. It will show that you really do pay attention and will take action only when it's justified.
Customize each answer you make. If you modify something based on a critique launched by someone specific, let that person know that you've modified things to make them a lot better. It is also good to post something like this publicly. It demonstrates that you don't have an anger response if you are criticized.
It shows that you work hard to give people what they really want. This is good, even if you decide against making alterations people have requested. Let them know you checked things out but decided not to do anything. And then tell them why you made this resolution.
Reputation management is the name of the game when you react to complaint; don't forget that. It appears extremely petty to fire criticism back at someone simply because they have criticized you. If you ignore criticism and simply keep insisting that everything is great, you'll look like you do not know your business well. Keep your ego in check. People are not attacking you as a person (hopefully). They had a disappointing experience with your product. You have to make your product better so they won't have the same experience later on.
The manner in which you address feedback tells people lots about both you and the business you are running. Keep positive with it as best you can!
Reply to every criticism you see at once. Do not underestimate how crucial this is. You do not want to simply let a terrible Younique review sit somewhere without responding to it. If you see the critique in a public message board, answer back through the same thread and thank the person for her or his Multi Level Marketing views.
Mention that you will look into the matter and then ask for permission to contact the individual privately. This will persuade others that your priority is the creation of the best possible product...and that you don't respond badly when a person criticizes you. This can help you earn lots of respect.
Actually determine if the critique is about something that must be fixed. People can tell the difference between trolls and genuine feedback. "You suck" doesn't deserve your reply.
"I encountered a 404 page" or "The format is messed up" are things you're going to need to resolve. Check everything out and if the change is something that you need (or want) to make, make it. It will show that you really do pay attention and will take action only when it's justified.
Customize each answer you make. If you modify something based on a critique launched by someone specific, let that person know that you've modified things to make them a lot better. It is also good to post something like this publicly. It demonstrates that you don't have an anger response if you are criticized.
It shows that you work hard to give people what they really want. This is good, even if you decide against making alterations people have requested. Let them know you checked things out but decided not to do anything. And then tell them why you made this resolution.
Reputation management is the name of the game when you react to complaint; don't forget that. It appears extremely petty to fire criticism back at someone simply because they have criticized you. If you ignore criticism and simply keep insisting that everything is great, you'll look like you do not know your business well. Keep your ego in check. People are not attacking you as a person (hopefully). They had a disappointing experience with your product. You have to make your product better so they won't have the same experience later on.
The manner in which you address feedback tells people lots about both you and the business you are running. Keep positive with it as best you can!
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