Often times in doing business, we desire feedback from our clients and those we work with. However, sometimes we are afraid to ask because of the answers we might receive. Positive feedback is always welcome. It strokes our pride a bit and assures us we are doing well. Negative feedback often deals a bit with our ego causing us to sink to a place of disappointment or frustration. Sometimes, it sends us spiraling a bit to work harder to get things right and please our customers.
As business owners and entrepreneurs, it is critical that we see all feedback as an opportunity for growth. Of course the positive affirms what we are doing, and helps us keep doing those things well. But we must also learn to embrace negative feedback, and instead of dwelling on how we’ve failed, allow it to become an opportunity to learn and to become better.
Too often as leaders in our company, we expect 100% perfection all the time. We want to get it right every time, so we can please our clients and satisfy our customer needs. While that is a great goal, it is an unreasonable one. We truly need to be realistic with ourselves and those working for us. While we strive for perfection, it cannot be an expectation. We have to leave room for error and growth especially for new businesses in their first few years.
Here are a few thoughts on how to handle feedback:
When you receive positive feedback from a customer or client, celebrate it! Pass that feedback onto your team. Share the praise and affirmation a client has given. It will raise the entire morale of the team. If a co-worker is directly involved with that client, thank them and encourage them to keep up the good work.
Ask clients who give you positive feedback to write it down for you. Take those written compliments and use them as testimonials on your website and social media sites. These testimonials are a great way to market your company and draw in further business or clients.
Suggest or ask clients who are pleased with your service to spread the word about your company. Word of mouth is still a very powerful marketing tool today.
When given negative feedback, do not grow defensive or try to cover up for your company’s mistake. Own it by assuring your client that they have been heard and that your team will work on it and get back to them.
When given criticism ask yourself, how can we improve in this area to not only meet, but exceed this customer’s needs? Find a way to change your customer’s dissatisfaction by going above and beyond what they are asking to ensure their business matters to you.
Begin embracing feedback, both the positive and negative. Don’t allow fear to keep you from asking for it. Feedback is a powerful tool to help you grow your business.
For further information on Jennasis & Associates and how we can help you today, click on our website at www.jennasisassociates.com or email us at digitalmarketing@jennasisassociates.com.
