Now that your membership site is growing and gaining more members, you will more than likely start to get more and more feedback on your membership site.
Although it would be wonderful to have all positive reviews, the unfortunate truth is that there are bound to be at least a few pieces of negative feedback that will pop up from time to time. After all, you can't please everyone all the time, right?
Getting negative feedback can be frustrating, but we have some tips that can help you have positive and negative feedback on your membership site the right way.
Don't Take It To Heart
When you receive your first negative review on your membership site, it's easy to feel discouraged or even upset. It is important to remember that the people that left you the negative review aren't attacking you personally. They're simply stating their opinion of your product. So never think that a bad review means that something is wrong with you.
This also goes for the moment that you receive a positive review. It’s perfectly fine to celebrate the fact that someone loves your product, but do not let it get to your head and make you think that your membership site is immune from critique. Allow yourself to keep that positivity in mind as your further improve upon your membership model.
Walk In Your Customers’ Shoes
Another way to handle positive and negative feedback in your membership business is to stop and look at things from your customer’s point of view. What made them really love this feature? Why were they so dissatisfied with their support experience? Ask yourself these questions and don’t be afraid to ask your customers these questions so you can gain a clearer picture of what you need to work on.
Learn From It
One of the best things you can do when you receive either positive or negative feedback is to use it as a learning tool for yourself and/or your staff. Did someone mention how excellent the customer support was on your membership site? Ensure that this is noted and ensure that the stellar customer service stays consistent. A reviewer mentioned how the membership site was slow? Take the time to work with your developer to improve on site speed and ease of navigation. Every single review is another piece of material you can learn from and use to improve your membership business.
Be Professional, No Matter What
It’s great that you got a review, but how do you respond? Whether your membership site review was positive or negative, make sure to respond to each one if you can. If someone writes a review on your Facebook page or business listings, try to send a reply to show that you appreciate their review and that you are listening to your customers.
Always thank the customer for taking the time to write their review and let them know that if there was anything that they found issue with, that you will do your best to improve. If they have a specific problem, send them your company’s customer support email so their issue can be properly taken care of. A small gesture such as this can improve the customer experience, show potential customers that your company cares about its customers, and proves that your business is professional enough to handle the good and bad.
Remember That Your Best Is Always Enough
Being a business owner is hard enough. The last thing you need is to beat yourself up. As long as you did the best job you could possibly do, that’s all that matters. Things happen and you can’t make everyone happy all the time. As long as you know that you and/or your staff gave all you could give, that’s what counts.
Positive and negative feedback can be both a blessing and a curse at times. However, if you keep our tips in mind, you will quickly see that it is always positive to gain something from each review that will help you to make your business better in the long run.
How do you handle positive and negative feedback in your business? Tell us in the comments below!