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How do you handle with negative comments/feedback?
The negative feedback:
– on your person;
– on your product;
– on your company;
– on your employees;
– on your customers?
Do you delete comments? Hide them? What is your etiquette in conversation?
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Kaimen Brasher
I try my best to seek out feedback, both good and bad. This helps me understand the thing I might be doing well and reveals areas I need to improve. While negative feedback rarely feels good, I try to remember it is for my benefit. If I keep this in mind, I am able to accept it well and implement it for the future.
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@kate_chasten how do you know if they are true? who makes this decision? :)
@kate_chasten @nikolas_dimitroulakis One thing i find that if they are true or not is by checking if such feedbacks are consistent with others negative feedbacks.
Sometimes, it can be a bit disheartening to come across negative comments, because I know how hard our team of developers works on our products. However, I never delete any negative comments. If the comments are rude or destructive, I simply choose to ignore them. It's often just a matter of taste. Just look at how many bestselling books, movies, and goods receive one-star reviews. It's mindblowing.
Besides, I believe that negative feedback is not necessarily a bad thing. It allows us to see our products from a different perspective. So if there are any comments that can potentially help us improve our products, I make sure to share them with the team.
I believe feedback is always good, the hardest part is to take it to heart and really do the work to change and get better.
@mohammad_elzahaby That's true, it's always harder to be positive and being negative always seems like the easy way out.
- On my person - don’t really care. I know I’m introverted and awkward at times, so nothing’s new
- On product - this is always welcomed. There’s always room for improvement
- On the company - depends on which values you stand by and if you’re willing to stand your ground
- On employees - there’s always room for improvement, but you may need to filter to find some valuable feedback
- On customers - I’m not really sure I understand this one
@busmark_w_nika I’ve been drilled before by people, so I know how it feels. But it depends on how you want to handle this. I would look a bit more into this person to figure out if that comment came from trolling or a place of curiosity. If I were to de-escalate this, I would reply with something like this: “I guess those that need to solve x, y and z” - would focus on the most popular problems you’re solving.
If you trust that your product/service really solves the problem, you shouldn’t worry too much about negative comments, but see this as an opportunity to showcase the reasons why someone would buy - since even the negative comment can be seen by potential customers
It is challenging not to take the negative comment personally, but once you've overcome that instant negative feeling, rationalize it and work towards an improvement. I am obviously referring only to the constructive type of feedback, regardless of its connotation.
I'll do my best to respond and address what the feedback is. Getting constructive feedback is always a benefit, good or bad. If it's not constructive I'll attempt a conversation around the feedback to find out if there is a way to make it constructive. You can only improve, not only your product but yourself, with feedback.
@busmark_w_nika 100%! I know how hard it is to handle toxic people and having a good community manager/social media manager to help in that area is definitely a good option. It's something I plan on looking for early next year when I run an official re-launch of my app. :)
Find what the true reason behind these, and talk directly and frankly with the people who made it.
I remain receptive, seeking constructive insights to improve.
I focus on learning and growing from feedback.
Negativity doesn't deter my commitment to continuous improvement.
Our company is using Feedspace - a user feedback tool where we can collect, analyze and share feedback/testimonials from the customers.
@busmark_w_nika no comment can hurt you; comments can only teach us something. A comment can hurt you if it creates a movement around it (similar replies, lots of reactions to that, etc); if that's the case, you could just reply to them in a funny way, with puns that demonstrate the contrary. Just watch Figma replying on Twitter/X for example 🤘
As for those related to pricing, I think the discussion is more complex. Most of them you'd just ignore, since there's always someone complaining about pricing. Even if it would have been free they'd still won't use it as other products costs money, hence they feel more premium than yours - but those "**** products ask for money, so they don't use them" 😂
what does negative feedback mean?
Does it mean that the feedback includes something that you/your product etc could be doing better? If thats the case then its not negative at all. Its help.
If by negative we mean "mal intended" or rude, then thats another story.
Any feedback is good, regardless of whether it's positive or negative. I will try to handle it, no matter it is positive or not.
There is no negative feedback, there are only trolls or constructive feedback
Depends on how constructive the feedback is. There is a difference between someone being critical and someone just being plain negative. I love critical feedback because it allows improvement but not a fan of negativity because its a waste of time for all parties involved
In some ways I appreciate negative feedback more. While working on Timbre, I had a few people leave some negative comments. It was really valuable for me to figure out those prominent concerns and build a better product for them!
I'm actually launching Timbre soon if y'all would like to check it out: https://www.producthunt.com/prod...
If it is a valid criticism, I will try to use it as a foundation for further development. Honestly it's always hard...😅
Always handle them with care. They can greatly contribute to a strong comeback.