" I think it's very important to have a feedback loop, where you're constantly thinking about what you've done and how you could be doing it better. I think that's the single best piece of advice: constantly think about how you could be doing things better and questioning yourself." Elon Musk
Elon Musk is pioneering the future of automotive. I recently made a trip to Washington DC where I spent a substantial amount of time in the Tesla store. I remember thinking that it was such a brilliant idea to bring the automotive shoppers in a store setting, to mirror the same experience you get at an Apple store. The best business models look to the future. Elon Musk advises us to "actively seek out and listen carefully to negative feedback."
If you want to be the best, you need to be able to improve. Then, once you have become the best, you must look for ways to get better, or someone else will take your spot. The only way to improve is by listening to negative feedback and applying a solution.
My 16 year old son has been making video games for the past 4 years. He is able to hire game developers because he learned very early to seek out the negative feedback to make his games better. He is now a successful entrepreneur.
If the reason for the negative feedback was a genuine oversight on your part, you need to own up to it. But just apologizing isn’t enough. It’s important to remember an apology is useless unless it’s followed up with a solution. People are much more forgiving if you not only own up to your mistake, but make a visible effort to fix it.
The next step, after you have owned up to it, apologized, and fixed the mistake, is to learn from it. It is important to make sure that you don't repeat it.
If you receive negative feedback, and it was not any fault of you, your business or your product, never ignore the negative feedback. Potential customers reading the negative feedback will automatically assume that the customer was ignored. Make sure you respond to both the positive and negative feedback. Always be empathetic to your customers whether you agree to the feedback or not.
78 percent of consumers say that seeing management respond to online reviews makes them believe that the business cares more about them. www.reviewtrackers.com
Many times there is another reason altogether for the customer giving you this feedback. If you learn to listen and communicate, you may be able to turn the negative review to a positive one.
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