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Start Up Corner NG

MEET THE SUC ENTREPRENEUR: ADEBUKOLA BASSEY OF IMOYE BOOKS

Start Up Corner NG met up with Adebukola Bassey of Imoye Books.

Share your thoughts here.

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Start Up Corner NG

START UP CORNER BOOK REVIEW: THE ULTIMATE DIGITAL PRODUCT MANUAL

We kicked off the Start Up Corner Book Review. It was a very enlightening session.

Watch the recording below.

START UP CORNER BOOK REVIEW: THE ULTIMATE DIGITAL PRODUCT MANUAL SESSION 1A

We had a follow up session on Monday, October 10, 2022. You can watch the recording below.

START UP CORNER BOOK REVIEW: THE ULTIMATE DIGITAL PRODUCT MANUAL SESSION 1B

You can download your copy of the EBook here. Send a WhatsApp message to join us in reading and reviewing the book.

You can share your thoughts here.

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Start Up Corner NG

HOW TO HANDLE NEGATIVE FEEDBACK AS A BUSINESS OWNER

It’s International Customer Service Week 2022.

If you haven’t already solicited feedback from your customers already, you may be sleeping on the bicycle. Please go ahead and do so.

So, when you solicit feedback and you get some negative feedback, what should you do? In some cases, you don’t even solicit the feedback, it finds it’s way back to you without you looking for it.

Below are six recommended steps for handling negative feedback.

Do you REALLY want that feedback?

THANK THE CUSTOMER FOR GIVING YOU THE FEEDBACK

It takes commitment/passion to give feedback, particularly negative feedback.
We know that practically no one wants negative feedback. So, it takes a lot of courage for someone to give you negative feedback.
Note that the opposite of positive feedback is NOT negative feedback; it is actually INDIFFERENCE.
Don’t stifle future feedback due to the mishandling of negative feedback.
Also note that the customer cares enough about your business to help you identify gaps that you are blind-sided to.

TAKE TIME TO UNDERSTAND WHAT THE REAL ISSUE IS

Don’t wave them off as trouble makers that always find faults. In most cases, there is something in your process that could actually be improved upon. The other customers that have not highlighted the issues have most likely noticed the same issues but they don’t want to rock the boat. That “troublesome” customer is bringing an underlying issue to light before all your clients migrate at once. Pay attention to them.

INVOLVE A NEUTRAL THIRD PARTY
Where practical, involve a neutral third party to review the situation and give you honest feedback.
Many times, we are too emotionally invested in the matter to be objective with negative feedback. You will have reasons that you consider valid why the customer’s expectations were not met. The third party reviewer does not have such emotional investment in the situation and is able to review the issue dispassionately.

APOLOGIZE FOR YOUR LAPSES
Apologize for your lapses. Offer some discount, if feasible, to compensate for the inconvenience.
Your ego may be bruised but if you are interested in building a business that will outlast you, you’ll need to check your ego. There’s a lot of talk these

REVIEW YOUR WORK PROCESSES TO CLOSE THE GAPS

Review your work processes to ensure that there are no repeat events

GIVE FEEDBACK TO THE CUSTOMER

If practical, give feedback to the customer on the changes you have made to your work processes based on their feedback.

Do you have a story of how you converted a negative experience to a fantastic working relationship? Please share in the comments or send a message.

I have an Independence Day gift for business. Send a WhatsApp message to request for yours. You can also send a WhatsApp message if you wish to discuss your issues with managing customer feedback.

Happy Customer Service Week.

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Start Up Corner NG

The Ultimate Digital Product Manual – Selar

Hello. Happy Independence Day Nigeria. Happy New Month.

I got this lovely e-book from Selar and I’m feeling quite generous. Click on the link below to download the e-book.

If you want to read with the Start Up Community, please send a WhatsApp message.

Catch up on the BOOK REVIEW sessions we’ve had so far.

START UP CORNER BOOK REVIEW: THE ULTIMATE DIGITAL PRODUCT MANUAL SESSION 1A
START UP CORNER BOOK REVIEW: THE ULTIMATE DIGITAL PRODUCT MANUAL SESSION 1B