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Dealing with Feedback

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Feedback can be a touchy subject for businesses. Everyone has an opinion and on the internet there is no shortage of individuals who want to share theirs with you. Plus those companies who are open and honest about their feedback, whether positive or negative are often perceived in a better light by new customers.

So just how do you make feedback, even the most negative work positively for your business?

Who’s the source?
Not all opinions will hold equal weight when it comes to the effect they should have on your business. Someone who’s never used your product or service has an opinion, but is that opinion as valuable as an opinion from one of your customers? In essence when sifting through feedback, trust expertise and experience. The opinions of paying customers or potential customers should be treated with the up most importance, even if it’s negative.

What’s the tone?
Always remember that feedback is only useful if it provides a way to improve. Criticism for the sake of it presented in an insulting, unproductive manner if often worth nothing. Look for those who are offering criticism from a caring and constructive perspective. You will learn more and when you improve based on a customers’ feedback, your relationship with that customer will strengthen ten fold.

Quantitative v qualitative
The amount of feedback you get is easier to assess and can be a good guide for high level decision making. When it comes to the details that are required for implementation always look deeper.

Consistency
Don’t change things about your website, your products or your services based on a minute amount of negative feedback. However if a consistent message comes through from your audience across multiple sources, it’s likely you’re being told the truth and it’s time to make some changes.

How realistic is the feedback?
When looking through the feedback you receive, assess it in terms of its usefulness. If there’s no way you can incorporate the feedback into what you’re doing then discard it. There will always be feedback of this nature, so no matter how good it may be, keep going.

What are you doing with the feedback?
If you’re proactively seeking feedback then make sure it’s feedback that you’re likely to use. Putting it to good use in good ways that will be seen by those providing it thereby increases your chances of finding willing subjects to provide quality, valuable feedback again in the future.

What matters to you most?
Make sure you understand your goals and your strategy before you start reacting directly to feedback. You have to put some things before others and those things need to link into your business objectives and your key stakeholders.

Always remember that feedback is vital for your business to grow. Use it, learn from it and implement the changes needed to bring your business more success.

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