How do you respond to negative comments?
Anfas Ashrf
62 replies
every single customer has different perspectives. And I know every perspective want must respect, how is this possible?
Replies
Maxim Zubarev@mxmzb
shouldigrowabeard.com
1. Ignore the emotional negativity in the comment
2. Find out the practical pain point and criticisim that's maybe between the lines
3. Make an active decision if the feedback is valueable or bullshit (yes, I believe it's not always a good idea to try and fix every feedback you get)
4. Fix it or move on
Share
The most important it not to ignore them! Reply by yourself asap, don't hide behind managers and team members, and even if you're not sure how to solve the problem, at least listen, apologize and show appreciation for their feedback.
Btw: Today we published my interview with a community-building strategist (https://youtu.be/zQKHF0Zo-BE), and one of the questions we discussed was how to work with negative in a startup community. Surprisingly, she advised that founders should admire negative customers even more than neutral ones because they have the highest probability to become brand ambassadors once you solve their problems!
Launching soon!
When I receive negative comments, I try to respond with empathy and understanding. I know that every customer has different perspectives and experiences, and I want to respect those perspectives. As Marcus Aurelius once said, "The best revenge is to be unlike him who performed the injury." So instead of reacting negatively to negative comments, I focus on providing the best possible service and support to all of my customers. This helps me to maintain a positive attitude and continue providing excellent service, even in the face of criticism.
Appreciate constructive criticism. Take what resonates leave the rest.
Don't lose your cool and Stay focused, otherwise I have already created a tool on our 1tools platform which will allow you to generate a good comment in 1 second
PHPRunner
I would always try to understand what they are trying to say. Maybe the comment is not even negative at all but the customer is being direct. German customers tend to do that and it may sound even rude to the American ear while they are just providing feedback.
If someone sends you feedback in private - read, analyze and respond. Use it as food for thought.
If someone posts a truly negative comment online, they are not really looking for an answer. You can still reply "Thank you for your feedback. We will work on making things better". It may have a positive effect on other viewers.
PH Hunters
First of all you need to know who you're building it for and promote only to them. If you can be hyper specific about your target customer and personalize your product for them, that will solve 90% of negative feedback.
Negative feedback usually comes for 2 reasons. When promises are not kept or when when customer has different expectations from the product than what it does. Both can be solved through attracting the right customer.
Growth Hackers Guide To Producthunt
Ask questions instead, so they come to see your perspective instead of listing arguments.
You can only nudge not convince.
Also be honest if you honest if the customer saw something you did not think of, we all make mistakes in this world.
But a real man acknowledges when he was 'wrong'.
As long as the negative comment is constructive there is no issue. For example if something isn't working and they're unhappy about that they can share the experience.
These can be very helpful as not all people who have negative experiences with your product will share it. In these cases it's always best to acknowledge their frustrations and set a path to resolving the issue or a roadmap to when you will solve the issue.
Nevertheless, if the negative comment is not constructive or insightful it's usually best to no spend too much time on it.
Pebble
Don't let it affect you too much. Here are some pointers.
- Try to be understanding, some customers may have written that comment in a fit of anger, try to talk to them after a few days, it usually works. We all have that moment in life where we are angry and unreasonable too.
- Try to figure out what made the customer to be angry and improve your product from there.
- If it is just hate comment, or a competitor trying to sabotage you. Ignore.
Sessions
Negative feedback it's the best feedback. Just see the reason behind it and analyze it
Outdone
Even the rudest comments typically hold some bit of feedback that you can learn from!
LaunchPedia
I think we need to understand what's the reason behind the comment.
Is he/she not satisfied with our product/service? If so, help him with that. Having said that, there will be some people who love to criticize and talk negatively about your product/service. I will leave them.
if the comments are legit and constructive... id be a fool not to listen and adapt... but on the other hand the kinda vague and non constructive kinda comments need to be simply ignored and shut out for good.
WorkHub
I'm very optimistic, but I also have a lot of empathy and compassion for others. When someone says something negative to me, I try to take it in stride to use it as a learning experience.
The more the better and if negative comments are coming that means you are making something useful that will solve one of the daily problems of daily base users.
The mix of positive and negative feedback is always helpful for creating a helpful product.
I think negative comments are chances to improve products and level our standards up.
A lesson in humility. Perhaps there is a lesson to be learned behind the negative comment or some truth about your product.
Some negative comments may be completely unfounded, but those are usually eat to spot. Again, in my opinion, criticism should be noted and accepted.
Then if many customers react the same way, there might be merit to their reactions.
You need not respect the comment, but you need to respect their right to make the comment.
That said, abuse, threats etc are not negative comments. They are criminal acts
KoolStories
It depends. I am always open to constructive criticism but brutal negativity should not be accepted, ignored at the minimum. I make sure that I think about the solution to the negativity instead of overthinking about the expression.