Negative feedback is something usually for every business or entrepreneur. We cannot expect each business to be perfect for everyone in the world. The large and successful companies also make a mistake and normally receive some type of answers that is not positive. Therefore, it is normal to have negative feedback from customers, users, clients, prospects …
However, what is more important is how an entrepreneur or a business as an organizational system deal with this type of feedback.
This article was provoked by Google and the problems that occurred in relation to privacy with their social media – Google Buzz.
Namely, Google launched Google Buzz on 9 February this year and as of February 10th around the world that all content was written about this hole in privacy of Google Buzz. On the other hand, Google’s goal is clear, above 170-million users of Gmail automatically to become Buzz users, versus 75 million on Twitter. What is the purpose of this article is feedback from users.
The feedback that the company receives immediately after startup is negative, but negative in a positive sense. In a positive sense because the company found a real problem that must be resolved. On the other hand, the feedback is not always positive for the company, but sometimes it can be really harmful.
Three Types of Negative Feedback
I tried to summarize this type of feedback from what I have experienced in three basic types:
- There is a problem that requires solution.
- Only opinion.
- Just want to make a damage.
Existence of Real Problem
When there is a real issue, negative feedback in many cases is a well-intentioned or constructive one. This feedback reveals the problems and seeks solutions to these problems. It is necessary to encourage such a type of answers.
Personal Views or Opinions
We all have our own view or opinion about something. Our opinion about something can be a negative. While with the first type of negative feedback – the real problem we had proof that indeed there is a problem, with this type of feedback we have no evidence at all, but simply a subjective view or opinion of individuals.
Damages
As a third negative feedback is so-called “damages”. These, nor found any problem and nor have any position or opinion of what they want to damage with the negative feedback. Simply, these people are energized when they do damage to someone, or they are paid (perhaps from the competition) to disseminate this type of feedback or anything else that makes some type of damage to the entrepreneur or the business.
How Can Entrepreneurs Deal With Negative Feedback?
Now we know that there will always be negative feedback and the first advice for entrepreneurs is that there is nothing personal. We also know the three types of this type of feedback. So the next things that you need to make as an entrepreneur is:
- To establish a system for monitoring feedback from potential and current customers.
- To respond to every feedback regardless of whether it is positive or negative.
Dealing with negative feedback means answering it. When we know which feedback in a which type is the answers will be easy developed. Here’s how the answers will look for an entrepreneur:
- Problem – Problem solving must be implemented as soon as possible and informing that the problem was solved and solution implemented.
- Personal views or opinion – Entrepreneurs must make efforts to change that view or opinion with clear evidence about the subject of matter.
- Damage – Entrepreneurs must give a cultural response and to make an effort to change that type of behavior.
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