With the modern world constantly breaking ground in the ways people can communicate and spread a message, any message is always a few clicks away from being the next target of online buzz. We all appreciate the positive things that are said about us. But when it comes to negative criticism we react quite differently. Whether the reaction is defensive, offensive or just being indifferent, it all has consequences on how the situation will turn out.
With the increased use of different communication mediums such as social media and blogs, negative criticism can be a scary thing for anyone. However that doesn’t have to be the case. And you should never overreact. There are more than a few bright spots in negative criticism that can be constructed into some positive ideas.
By Svein M.
A recent article by eMarketer suggested to avoid “knee-jerk reactions”. And they are absolutely right about that. A response to any situation has to be dealt with carefully, strategically and in a manner that will put you back on top. Unfortunately there will always be consumers that are impossible to please. But if you closely look at the negative criticism you’re receiving, you can easily spin out plenty of positives from it.
No matter how great we believe something to be, there can easily be a series of problems that are overlooked. Often negative criticism gives you insight into what is currently wrong. And if the message is continually the same or even if there is enough chatter around an issue, you have the chance to fix the issue at hand before it becomes a defining characteristic of what you are. Nothing beats great customer service. And nothing beats being handed the problem so you can find a solution.
Having a problem with a product or service is not necessarily a bad thing. Knowing that you have a problem and not dealing with it can be quite costly. Hiding the problem can be even worse. And nothing stays hidden anymore. Companies like Toyota figured this out the hard way. Once, being considered to be one of the most reliable car-manufacturers has utterly put them in the same boat as “everyone else”.
Dealing with a problem can even bring you closer to the consumer. Everyone is always wondering how to build that vital relationship. By dealing with the criticism not only are you solving the problem, you are expanding your understanding of the consumer. You’re also re-establishing trust in your own product and company. And if the people are spending time to criticize you, spending time to answer their concerns will most likely bring them back. Rather than not dealing with the issue or even turning on the people buying your product, it would be a great benefit to listen to them.
After all THESE people are buying YOUR product. With increasing market competitiveness and the decrease in new customers, the same social media and blogs that are fuelling the negative criticism will ultimately be your saving grace.
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