Do you ever feel like negative feedback has the power to completely ruin your day and, even worse, dictate how successful you’re going to be? We’ve all been there—one bad review on social media or a client who isn’t happy with your work can bring the success of your entire business into question. But here’s the thing: it doesn’t have to determine whether or not you make it in business. As business owners, we need a balance between listening to feedback—both positive and negative—and standing firmly behind our purpose. We’re diving deep into a topic that’s close to every entrepreneur’s heart: handling negative feedback without losing sight of the big picture.
Negative Bias
Negative feedback can have a profound impact on business owners, especially those just starting out or running small enterprises. It’s human nature to focus on the negatives; it’s called a negative bias. We tend to zone in on that one piece of criticism and often let it overshadow the hundreds of positive feedbacks or the silence of satisfied customers.
I recently experienced this in my consulting and call center businesses. We’re relentless in reaching out to potential clients because our duty is to book discovery calls for them. Sometimes it takes multiple touches, calls, texts—whatever it takes to get a response. And, as you might expect, we occasionally receive messages asking us to stop calling.
One client even suggested that if we have to chase down potential clients, they’re probably not worth pursuing. On the surface, it sounds logical. However, just because people are busy or not prioritizing their health doesn’t mean they don’t want to be contacted. After all, they took the first step by reaching out in the first place.
The lesson here is that we shouldn’t let one piece of feedback dictate our entire business strategy. It’s vital to consider the bigger picture and weigh feedback against the broader context of your business.
The Customer Isn’t Always Right (Except When They Are)
We’ve all heard the saying, “The customer is always right,” but that’s not always the case. Customers provide valuable insights, but they don’t run your business. In the ever-evolving business landscape, finding the optimal balance between actively seeking and heeding feedback while making decisions that align with your overarching business strategy is of utmost importance.
I recall a time in my fitness business when I made significant changes based on one complaint. It led to financial losses as I tried to accommodate a particular group fitness program that wasn’t profitable despite having many attendees. Ultimately, I had to cancel it, and while some were upset, it was a necessary decision for the business’s sustainability.
By carefully considering the insights and perspectives shared by stakeholders, customers, and team members, you can refine your strategies and actions to attain long-term success and sustainable growth.
The Holistic Approach
It’s important to value and consider customer feedback without dismissing it entirely. It’s crucial to put it in the context of your overall business. Ask yourself if you’re receiving similar feedback from others. If so, it may be necessary to make a change. However, if it’s an isolated piece of feedback amidst different perspectives, it’s likely that the person is biased or expressing a personal preference.
I vividly recall the time when I made changes to my business, but unfortunately, I was encountering financial losses month after month. Although revenue was flowing in, it seemed like an immense amount was flowing out as well. I struggled to find a way to maximize my net profit and make my fitness business truly lucrative.
After thorough evaluations, I discovered that the group fitness program I had in place was actually draining my finances. It wasn’t generating positive cash flow despite having a considerable number of participants. The costs associated with licensing fees and instructor payments exceeded the returns. With a heavy heart, I made the tough call to terminate the program, which was met with resistance from many.
However, if I were to ask those individuals to increase their monthly payment from $35 to $150 for class access, they were quick to decline. This forced me to reevaluate my entire business model.
It’s crucial to assess whether every aspect of your business makes sense financially. Remember, a single complaint about your follow-up or voicemail procedures represents just one point of data. Acknowledge it as a data point but avoid letting it dictate all your business decisions.
Your Business, Your Rules
Remember, you’re the one steering the ship. While feedback is valuable, it shouldn’t control your business. As business owners, it is our responsibility to make sure the customer experience is full of positive and meaningful interactions. It’s how we get ahead of the competition, how we gain new business, and how we nurture existing relationships. That’s why having a keen eye for recognizing negative bias in feedback is important. By listening for underlying motivations in customer feedback, you’ll be able to gain a comprehensive understanding of the entire situation and assess what changes are needed. With that kind of holistic approach to customer feedback insight, you can create long-term solutions that work best for your business—not necessarily just those that appease customers right away. So remember, don’t let customer feedback dictate every little decision you make; just keep in mind that no matter what type of feedback you receive, always trust your gut. If you have any questions about this topic or want to chat more about it, I’m available! Simply schedule an impact call with me, and let’s connect soon!
If you’re craving assistance in navigating your current business situation and desire to enhance your passion for your craft without being derailed by customer demands, I’m delighted to schedule an impact call with you. During our conversation, we can delve deeper into your requirements and devise a personalized plan tailored exclusively to your needs.
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