Dealing with Negative Feedback
I have been working in customer service roles for 8 years. After this long, I know how to deal with negative feedback and customer complaints. They actually joke about my desk being the "complaint department" at my day job. I've developed a thicker skin when dealing with unhappy customers and I know it is just apart of business. At my "job" there's a level of unattachment that I can separate myself from at the end of the day. With my own business it can be a bit more difficult to make this disconnection. When I deal with complaints for another brand, I know it's not personal or "my fault" per se, but what about my own business? Sometimes it is really hard to detach myself because I do take 100% of the responsibility. Here is how I try to deal with negative feedback without it affecting me on a personal level!
1. View it from Your Customer's Perspective
Take yourself out of the equation. If I was buying a product from a brand, would I want a refund? Return? A quick detailed response from customer service? When we make the situation less about "Us" and about the service in general, it is easier to rationalize where the customer is coming from.
2. Be Compassionate
Sometimes negative comments or feedback can feel like a personal attack. People do not know you (the owner) personally so they are just voicing their opinions or concerns to be heard. Most people do not mean to disrespect or offend you, they just want to tell you how they feel. The best thing you can do is listen before getting defensive, let your own emotions settle and then deal with the conflict with the most rational resolution.
3. Learn from Mistakes
I have learned to take criticism and learn from it. I'm not always right and there is always room for improvement when you have a business. Learn from the mistakes and make improvements to avoid the same mistakes in the future. Your brand will change and your market may evolve too. Take feedback as it comes and consider it. Not every constructive comment needs to fuel change, but it should all be taken into consideration.
4. The Customer is Always Right...
I don't really believe this after years of working in customer service, but I do believe the customer should always leave happy. Show them you genuinely care about their concerns and do what you can in your power to make them feel better. Sometimes we just can't "fix" the problem, it is not always that simple or in our best interest as a small business owner. We can do our best to give people our time and energy, but at the same time not allow people to take advantage of our kindness.
As a sensitive person I know it can be hard not to take things personally, especially when you out your whole heart and soul into your business. We can run our businesses with authenticity and kindness, we just have to remember that our customers expect the best service we can provide. Each challenge will make you stronger and we have to make mistakes in order to learn and grow.
Sending all my fellow entrepreneurs positives vibes and strength this week!
Kelsey xo
1. View it from Your Customer's Perspective
Take yourself out of the equation. If I was buying a product from a brand, would I want a refund? Return? A quick detailed response from customer service? When we make the situation less about "Us" and about the service in general, it is easier to rationalize where the customer is coming from.
2. Be Compassionate
Sometimes negative comments or feedback can feel like a personal attack. People do not know you (the owner) personally so they are just voicing their opinions or concerns to be heard. Most people do not mean to disrespect or offend you, they just want to tell you how they feel. The best thing you can do is listen before getting defensive, let your own emotions settle and then deal with the conflict with the most rational resolution.
3. Learn from Mistakes
I have learned to take criticism and learn from it. I'm not always right and there is always room for improvement when you have a business. Learn from the mistakes and make improvements to avoid the same mistakes in the future. Your brand will change and your market may evolve too. Take feedback as it comes and consider it. Not every constructive comment needs to fuel change, but it should all be taken into consideration.
4. The Customer is Always Right...
I don't really believe this after years of working in customer service, but I do believe the customer should always leave happy. Show them you genuinely care about their concerns and do what you can in your power to make them feel better. Sometimes we just can't "fix" the problem, it is not always that simple or in our best interest as a small business owner. We can do our best to give people our time and energy, but at the same time not allow people to take advantage of our kindness.
As a sensitive person I know it can be hard not to take things personally, especially when you out your whole heart and soul into your business. We can run our businesses with authenticity and kindness, we just have to remember that our customers expect the best service we can provide. Each challenge will make you stronger and we have to make mistakes in order to learn and grow.
Sending all my fellow entrepreneurs positives vibes and strength this week!
Kelsey xo
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