The notion that an organization can be universally esteemed and loved is false. This is true for traditional and internet based businesses. It does not matter how good your organization is, you're always going to have to face naysayers. It's what you do when you discover that criticism that counts. As an online based business owner you do not have any face to face interaction to help contradict unfavorable text about you so this is particularly true. So here is what you should do.
It's vital to take action rapidly to any criticism you see. This is very vital. You do not want to just let a poor Younique review sit somewhere without answering it. If the critique was left in a public discussion board, leave an answer on the same thread thanking the person for his or her feedback.
Say that you'll investigate the matter and then ask for permission to contact the person in private. It will convince others that your top priority is the creation of the best possible product...and that you do not react badly when somebody criticizes you. This helps encourage esteem from other people.
Actually take at least a short while checking out the criticism and determining whether or not you need to do any type of rectifying. Everyone knows how to tell trolls and honest feedback apart. "You suck" does not need a reply.
"I discovered a 404 page" or "the layout seems weird" are things you have to have a look at. Check everything out and if the change is something you'll need (or would really like) to make, make it. This demonstrates to others that you're paying attention and will take action when action is needed.
Your responses must be personalized. If you choose to make a change or a fix, tell the one who posted the feedback you're making the changes they requested you to make. It's also good to put up a post or a response in the message board that says, in essence, the same thing. It demonstrates that you don't have an anger response if you are criticized.
It indicates that you work hard to give people what they want. This is an excellent idea--even when you choose not to make a change that has been asked for. Tell them you checked things out but decided not to do anything. And then tell them why you made this verdict.
Try to keep in mind, beyond everything else, the manner in which you respond to reviews is all about managing your reputation. If you merely criticize someone for criticizing you, you look foolish. If you ignore the criticism people have given to you and insist that everything is fine and dandy, you're going to seem like you do not understand your business or product very well. Keep your vanity under control. People aren't attacking you as a person (hopefully). They simply had a less than stellar experience with your product or service. This implies something must be resolved so the experience will be better next time.
The way in which you handle criticism says a lot about you and about your biz. Make an effort to be as optimistic as you possibly can about it!
It's vital to take action rapidly to any criticism you see. This is very vital. You do not want to just let a poor Younique review sit somewhere without answering it. If the critique was left in a public discussion board, leave an answer on the same thread thanking the person for his or her feedback.
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Say that you'll investigate the matter and then ask for permission to contact the person in private. It will convince others that your top priority is the creation of the best possible product...and that you do not react badly when somebody criticizes you. This helps encourage esteem from other people.
Actually take at least a short while checking out the criticism and determining whether or not you need to do any type of rectifying. Everyone knows how to tell trolls and honest feedback apart. "You suck" does not need a reply.
"I discovered a 404 page" or "the layout seems weird" are things you have to have a look at. Check everything out and if the change is something you'll need (or would really like) to make, make it. This demonstrates to others that you're paying attention and will take action when action is needed.
Your responses must be personalized. If you choose to make a change or a fix, tell the one who posted the feedback you're making the changes they requested you to make. It's also good to put up a post or a response in the message board that says, in essence, the same thing. It demonstrates that you don't have an anger response if you are criticized.
It indicates that you work hard to give people what they want. This is an excellent idea--even when you choose not to make a change that has been asked for. Tell them you checked things out but decided not to do anything. And then tell them why you made this verdict.
Try to keep in mind, beyond everything else, the manner in which you respond to reviews is all about managing your reputation. If you merely criticize someone for criticizing you, you look foolish. If you ignore the criticism people have given to you and insist that everything is fine and dandy, you're going to seem like you do not understand your business or product very well. Keep your vanity under control. People aren't attacking you as a person (hopefully). They simply had a less than stellar experience with your product or service. This implies something must be resolved so the experience will be better next time.
The way in which you handle criticism says a lot about you and about your biz. Make an effort to be as optimistic as you possibly can about it!
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