The Value Of Negative Feedback
Rules and tips for staying afloat when the waters get rough
We live in an age of heavy and immediate feedback. Social media, the mobile revolution, and the web in general provide an ocean of feedback about our companies, our content, and our products. If that illusive Internet of Things ever materializes, we just may drown in it. Here are a few good rules for keeping your head above water.
People love to complain.
Some fairly solid scientific studies have determined that people feel loss 2.5 times more than gain. This does vary in some countries and cultures, but it is as close to a rule as you are going to get.
Surveys, a much less reliable form of study, suggest that people are roughly 50% more likely to complain about a bad experience than share a good one. The take away is that people like to complain and in some places more than others.
Twitter is a platform for whiny bitches
So we should hardly panic when we receive negative feedback about our products, content, or services. Even if that feedback is harsh and not constructive, it provides you with a benchmark. While people may be more inclined to share the bad, the reality is that the difficulty in providing good or bad feedback is pretty even.
Understand the ratio of your positive comments to your negative comments is a great start. Understanding whether that improves over time is even better. And remember, breaking even is probably winning. Also remember that likes (on like only platforms) don’t offset comments. Clicking the thumb up is much easier and often anonymous.
It is not about facts. It is about perceptions.
Now that we’ve established some superficial value, let’s establish another good rule to keep in mind. Efforts to dispute feedback with facts are misguided. It is about perceptions.
Put more directly, your product probably doesn’t suck. Now calm down and ask yourself why some people think it does. And don’t be one of those people that claim everyone else is crazy…
Just because he’s crazy, it doesn’t mean he isn’t right
Or stupid…
The customer has the right to be stupid
People have a right to their own perception and you have a responsibility (and an opportunity) to learn from it. Examine what they are telling you and consider their perspective. They are likely sharing some valuable insights, not the least of which is that you picked a poor channel or format to post to or advertise in. This can often lead to poor expectation setting or confusion, so stay objective.
All feedback is valuable.
We have all heard that all publicity is good publicity, but it applies to feedback , too. Look, someone took the time to tell you something and that can’t be all bad.
One of my favorite channels, is Reddit. I say that with dripping sarcasm. Reddit is basically anonymous, encourages negative feedback, and is controlled by a cabal of subredditors whose inconsistency is only trumped by their myopic view of the universe. But I keep posting…
Why? Because the likes and shares outweigh the snarky comments in broken English. Because for every subreddit I have been banned from and there are quite a few now, I have found twofold new opportunities and platforms through connections I’ve made there. It intrigues me that the easiest way to learn about VOAT is to read Reddit…
We live in a time where feedback is more readily available than ever before. If you are going to succeed, you need to make the most of it. That includes negative feedback… good luck!
Quintessentially is an article format created by Corsair’s Institute to increase the reader’s comprehension of key concepts in a quick and engaging fashion. For more articles from Feedback, Quintessentially — click here.
For more information on the author visit his profile on LinkedIN — George Earl
