Archive for the Success Category

How to Respond To Negative Customer Feedback

How to Respond To Negative Customer Feedback

JerryDRoss.com - Business Success

Knowing how to respond to negative customer feedback is critical as a business owner, because as a business owner, you’re eventually going to get some negative feedback from your customers or other people you work with or for. While your initial reaction is probably to get mad or upset, negative feedback is actually a good thing. It means that your customers are giving you an opportunity to improve your business.

 

The most important thing to remember when getting negative feedback is to not get mad. Sure, getting mad may give you an energy burst to be more effective and get more things done, but it’s more likely going to get you worked up over nothing and make you waste time.

 

There are two things you can do instead of getting angry or upset, and which one you choose depends on what kind of negative feedback you got. Negative feedback can pretty much be divided into two categories: useful and mean spirited.

 

If someone sends you feedback that simply says they disagree with you and says nothing more than that, your next step is simple – ignore it. There’s nothing you can do to change their opinion and acknowledging them is simply going to waste both your times. Just forget about it and move on.

 

Just because feedback is negative doesn’t mean it’s bad. Negative feedback should be looked on as an opportunity for improvement. And while this person may have been upset and not have been the nicest person in sending their feedback, the first thing to do is thank them.

 

It doesn’t have to be big, just a quick email letting them know that you value their opinion and will look into the issue. If you already know, you can let them know how you’re going to fix the issue at hand. This will not only help you keep a customer (and possibly make more by referrals), it will also encourage them to send more feedback so you can make further improvements in the future.

 

Once you have helpful negative feedback, the first step is to analyze whether or not it matters. Just because a suggestion gives a good idea, doesn’t mean it’s worth the time and money you have to put in to it. If a problem is difficult to fix but only affects a few of your customers, it’s probably not worth it to spend your resources making it better.

 

After you’ve decided you need to take action, it’s time to brainstorm what action to take. This could take a few minutes, or even a few weeks. If you are getting stuck, you can even ask customers (or the person who gave you the feedback) what they think would be a good fix.

 

For each possible action, also go back and weigh it based on how much the negative effect matters. While you may agree that the problem needs fixing, you may not agree that you need to make a substantial investment to fix it and opt to go for a cheaper, but less effective fix. Once you have all your options laid out, it should be much easier to choose a solution.

 

Once all this is done, you can finally implement your solution, but don’t forget to let your customers know about the changes – particularly the one who inspired the changes in the first place. Knowing how to respond to negative customer feedback can help you reach that success you’re looking for as a business owner.

 

Here’s to your Success!

Jerry D Ross

 

Give us your thoughts and/or suggestions. Please leave your Comment below. Feel free to contact me with questions or suggestions.

Strategies to Avoid Wasting Time Online

Strategies to Avoid Wasting Time Online

JerryDRoss.com Business Success Solutions

Whether you’re starting your own business, working at an established company, or just trying to get things done around the house, there’s a good chance there’s one thing intent on keeping you from getting things done: the Internet. It’s especially difficult if your work requires you to be at the computer, hovering over your temptation. They key to getting things done is to not stop fighting. Here are some tips for keeping yourself on track.

 

Schedule breaks.

While distracting yourself all the time is obviously bad, you can’t concentrate all the time. Taking scheduled breaks will let your mind reset and leave you refreshed to be more productive during your working time.

 

The key is getting back to work once the break is done. Set specific time limits on your breaks and be strict about keeping yourself to them. Try to limit your break time activities to ones you know you can stop doing once your time is up. If you’re addicted to a computer game, that’s probably not the best thing to do during your down time.

 

Get a buddy to back you up.

If you have trouble with self-discipline, why not borrow someone else’s. If you’ve set time limits on how long you can take a break, have them check on you to make sure you’re gotten back to work. They can also check up on you at unscheduled times so you never know when they might be coming.

 

It’s important too make sure your buddy is someone dependable and that you value their opinions and advice. Otherwise their help might not be as helpful as you’d like.

 

Is there a particular website that causes you problems?

You can go into your Internet permissions and block this website so you cannot get to it. Sometimes, going through the extra step of unblocking the website to use it is enough extra effort for you to regain willpower and keep yourself from giving in. If not, get someone else to block the website and not give you the password. Be sure to set up an agreement for using the website before setting up the password. For example, you can only use the website after a specific project is done or goal is met.

 

Work offline.

Even online and computer-based businesses have work that can be done offline. If you find you keep switching to distracting websites, leave the computer and work on something else for a while. If you need to get work done on your computer, do it at times when you are more able to concentrate and not stray around online.

 

If you need to do work on the computer, but don’t need the Internet, try unplugging your connection. If you have a laptop, you can go somewhere without Internet so you wont be tempted to reconnect.

 

While the Internet can be a big distraction, with a little effort you can turn it back into being just a great work tool.

 

Here’s to your Success!

Jerry D Ross

 

Give us your thoughts and/or suggestions. Please leave your Comment below. Feel free to contact me with questions or suggestions.