When you run an e-commerce store that is based on a service or product. Then you know how important the feedback from your customers is. Feedback is important to change whether it is positive or negative. It’s a way for your customers to tell you how to improve your performance.
That’s why learning how to respond to feedback constructively is so important. Others may view it negatively, and may not take the opportunity to improve their products or services. The best thing to do after receiving feedback is to listen, reflect, adapt, and use it to improve.
How to Handle Feedback: Step-by-Step Guide
Usually, in e-commerce stores, owners set up feedback or product reviews or service reviews to request feedback from users. Some also ask for their reviews or feedback via emails or other review platforms. Open communication is always the best way to get feedback directly and to make use of it for business improvement.
Getting feedback is just one step. And after you get feedback, how you handle the positive and negative feedbacks and use it to improve as an opportunity, that’s what you’ll learn in these next steps.
1. Ask questions to make things clear
Feedback can be a sign of criticism for some people, and unfortunately, not everyone can accept it well. Little did they know that feedback and reviews are an integral part of being part of the organization. It helps you to make bigger things and to make a better decision to achieve more. You must, therefore, learn how to ask questions to make things clear and avoid misunderstandings and confusion. Issues can get bigger when questions are not asked, and feedback is ignored.
Asking questions is helping to identify strengths, weaknesses, and opportunities in ongoing or future projects. It is also crucial that every report or update includes comments such as “Let me know your thoughts” or “Any feedback from you will be appreciated.” It’s a great thing to suggest that you have effective communication, so every member of the organization will be productive.
2. Listen actively to feedbacks
Listening is vital if we are to be able to handle feedback. Don’t be afraid to hear some comments and criticism from your customers, because of them you can learn more about their statements. To promote good listening, keep active listening, and let the speaker finish his speech. Do not interrupt or distract. This will help you focus on what your customers are telling you.
If you find it useful, repeat the feedback to the person for clarification, for example, ‘so what do you say is that you think I could contribute more to our products or services? ‘By listening closely (listening for content, intent, and feeling) you will have more chance of determining the exact intent of the feedback.
3. Put yourself in their shoes
Imagine that you were the one giving feedback. You know, you ‘d only give feedback if you thought it was essential. You might be giving feedback because you want to help someone; because you want to stop someone from making a mistake or getting in trouble; or because they’ve upset you, and they’re not aware of it.
Consider how the person framed their feedback. You may be able to see how they tried not to hurt your feelings (Nawalkha 2018).
4. Think about the Potential Benefits
Rather than interpreting feedback negatively, (for example, a criticism of your services), think of how this feedback might enhance your services. Feedback has the potential to strengthen your services; productivity; outcomes; and relationships.
Even if the feedback is coming from someone who you do not consider to be an expert in their field, it doesn’t mean there’s nothing to glean from what they have to say (Lindsay n.d.)
5. Make notes on the Relevant Feedback Points
To avoid missing or forgetting minor details of the feedback given, it will be helpful to write down notes when taking down notes. It is important to remember it all and allow you to think about it later. It’ll also be beneficial to create a list.
6. Be Grateful
Some feedback needs to be used as a way to change. Always be grateful for the reviews and the critiques. Use these to strengthen your offerings. Consider this as an opportunity to give you yet another opportunity to work on your performance. When proper attention is given to feedback, this can lead to an improvement in your potential.
7. Request Time to Follow Up
There are a few reasons why you might want to do that. If this is a big issue, a follow-up will be needed. If you feel particularly blinded by feedback, you might want to talk to others about it and seek advice.
You might also want time to think about what action you ‘re going to take to respond to feedback, beyond what the person giving feedback might have suggested.
Asking for more time also lets the other person know you ‘re taking their feedback seriously.
8. Don’t apologize too much
You ‘re not going to be happy to hear too much apologizing instead of taking action. Apologize with all of your sincerity. Don’t get disheartened; each of us can make a mistake. But all of us can do better, learn, and improve our performance.
9. Undertake self-assessment
This might be hard. You ‘re likely to do things in a certain way because you’ve decided that’s the best way to do it. It can be a confrontation if someone tells you that it isn’t.
One method of self-assessment is to evaluate the performance of certain tasks and to break them down into separate components. This way, you will be able to determine where you may have gone wrong in the process.
10. Be Prepared for It
Know that unsolicited feedback could be provided to you at any time in any professional work environment. Be prepared for feedback by recognizing that everyone has room for improvement.
Better yet, show maturity and accountability by taking the initiative and asking for feedback.
11. Use this and move on
If you have come to realize that there is room for improvement in your work after following these steps, act on the feedback. If the person giving feedback doesn’t sit right with you, brainstorm other ways you can work differently.
You may find that your new way of working is a powerful tool to help you move forward. Even if that doesn’t happen, you ‘re going to show that you’re someone who’s able to accept flaws and work on performance.
It’s not just for your benefit to know how to handle feedback. It is important for the organization as a whole and the quality of care.
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