How do you handle with negative comments/feedback?
Business Marketing with Nika
83 replies
The negative feedback:
– on your person;
– on your product;
– on your company;
– on your employees;
– on your customers?
Do you delete comments? Hide them? What is your etiquette in conversation?
Replies
Kate Chasten@kate_chasten
If they're true I accept and work on them. If not, I simply ignore them.
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Launching soon!
@kate_chasten how do you know if they are true? who makes this decision? :)
@kate_chasten @nikolas_dimitroulakis One thing i find that if they are true or not is by checking if such feedbacks are consistent with others negative feedbacks.
@kate_chasten @nikolas_dimitroulakis @dailyfitnessai This 👍
This 👍
Xavier is true. If the feedback is repeated by many people, it must have been something about it. But you have to consider how many (people were wrong despite a huge number of opponents. This was especially the case with breakthrough inventions such as cars instead of horses. You certainly know that statement of Henry Ford: "If I had asked people what they wanted, they would have said faster horses." 😉
It is challenging not to take the negative comment personally, but once you've overcome that instant negative feeling, rationalize it and work towards an improvement. I am obviously referring only to the constructive type of feedback, regardless of its connotation.
@jovana_ugrinic Do you have any tactics how not to struggle with your "broken-heart" feelings when you receive a negative feedback?
I believe feedback is always good, the hardest part is to take it to heart and really do the work to change and get better.
@mohammad_elzahaby That's true, it's always harder to be positive and being negative always seems like the easy way out.
Launching soon!
what does negative feedback mean?
Does it mean that the feedback includes something that you/your product etc could be doing better? If thats the case then its not negative at all. Its help.
If by negative we mean "mal intended" or rude, then thats another story.
@nikolas_dimitroulakis Speaking about the second type on social media – do you respond to those comments or hide/delete them? What is your strategy?
- On my person - don’t really care. I know I’m introverted and awkward at times, so nothing’s new
- On product - this is always welcomed. There’s always room for improvement
- On the company - depends on which values you stand by and if you’re willing to stand your ground
- On employees - there’s always room for improvement, but you may need to filter to find some valuable feedback
- On customers - I’m not really sure I understand this one
@claudiu_cogalniceanu We got a comment: what fool would buy something like that. It was an allusion to the consumer. How would you react?
@busmark_w_nika I’ve been drilled before by people, so I know how it feels. But it depends on how you want to handle this. I would look a bit more into this person to figure out if that comment came from trolling or a place of curiosity. If I were to de-escalate this, I would reply with something like this: “I guess those that need to solve x, y and z” - would focus on the most popular problems you’re solving.
If you trust that your product/service really solves the problem, you shouldn’t worry too much about negative comments, but see this as an opportunity to showcase the reasons why someone would buy - since even the negative comment can be seen by potential customers
I'll do my best to respond and address what the feedback is. Getting constructive feedback is always a benefit, good or bad. If it's not constructive I'll attempt a conversation around the feedback to find out if there is a way to make it constructive. You can only improve, not only your product but yourself, with feedback.
@jeremiah_poisson Yes, you are right. But some people tend to be very toxic, and I don't think they deserve my time and energy. I think I should hire a community manager/social media manager to handle those comments instead of reading them by myself. 😅
@busmark_w_nika 100%! I know how hard it is to handle toxic people and having a good community manager/social media manager to help in that area is definitely a good option. It's something I plan on looking for early next year when I run an official re-launch of my app. :)
Find what the true reason behind these, and talk directly and frankly with the people who made it.
Any feedback is good, regardless of whether it's positive or negative. I will try to handle it, no matter it is positive or not.
If taken personally, it can affect one's mental health.
I used to take it personally until I realized it could be handled professionally.
Instead of deleting or ignoring them, gently answer them back.
Though some people has negative vibes
@judith_amarachi_ Is it worth your time and attention? I understand that it's better to respond because your person/company looks like a matured, highly professional entity that earns trust, but those types of negative people who had given you negative feedback tend to continue in that hateful conversation.
There is no negative feedback, there are only trolls or constructive feedback
I remain receptive, seeking constructive insights to improve.
I focus on learning and growing from feedback.
Negativity doesn't deter my commitment to continuous improvement.
Our company is using Feedspace - a user feedback tool where we can collect, analyze and share feedback/testimonials from the customers.
@abhishek_bhardwaj19 Thanks, I got to the website! :-)
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Always handle them with care. They can greatly contribute to a strong comeback.
Take some time to listen carefully to the feedback and try to understand the person's perspective.
I accept them as a courtesy because they give an honest answer
Try to stay calm and professional, and avoid reacting emotionally.
Listen carefully to understand the feedback. This will help you to craft a more effective response.
I search for his/her address
@mathis_vella 😂 Are you gonna revenge?
Depends on how constructive the feedback is. There is a difference between someone being critical and someone just being plain negative. I love critical feedback because it allows improvement but not a fan of negativity because its a waste of time for all parties involved
@atik_hossain You speak from the heart! I think about it the same way!
Great question, Nika!
Regarding product development, I feel negative feedback from core users is as important as positive feedback. You have to listen to your users and get what bothers them, even if it's hard to hear. In that case, you should see them as a goal to make your core users happy: it motivates you and your team like a challenge.