Motivational Speaker Dave Crane - How To Positively Deal With Criticism…
You should sack a few clients, they should be the one’s who ‘don’t get it’.
Yes, you already know who I am talking about.
You can’t and won’t waste my time trying to coach anybody who isn’t open to personal development, growing their business and becoming better daily.
Feel sad (for them), but immensely relieved for yourself.
It will be like a massive weight has just lifted from your shoulders and your time is now freed to concentrate on the 20% of clients who bring in 80% of your business, NOT the 80% who only bring in 20%.
They tend to be:
- Bad payers.
- High maintenance.
- Unable to take criticism.
- Energy draining.
- Ego maniacs.
- All of the above.
In my opinion, if you do anything in business and hear anyone say it ‘could have been better’, this is what you should do…
- Collect everyone’s opinion whether they are close friends, suppliers or staff.
- Imagine all the comments positive or negative are written down on slips of paper.
- Drop them into an imaginary bag.
- Reach in and pull out the constructive feedback, leaving behind the tone of bitterness or spitefulness if you find any.
- Write down the steps you need to improve your performance and implement them ahead of the next performance.
Top coach Jack Canfield has an amazing technique for gaining feedback from everyone.
Ask each client 2 questions:
1) What score would you give me out of 10 for what I/ we did?
2) What would have made it a 10 out of 10.
Do that for everyone you do business with and your organization will skyrocket with great and improving customer service.
Cool isn’t it?
And SO simple.
We live in a world of massive global AND local competition and micro-niches. Technology is updating at such a speed that you need all the friends, customers and goodwill that you can get.
At the best, they’ll continue to give you business, at the worst, they’ll tip you off when a big issue is on the horizon that may affect your survival.
Welcome positive criticism, do regular polls and get fresh testimonials (on video if you can) to gauge your progress.
When someone says something bad to your face, take it on the chin and thank them.
They took the time to let you know.
They didn’t have to do that.
They could have just gone on social media, empowered your competition or EVEN sued you for bad delivery (breach of contract) instead.
When I get terrible service in a restaurant or other customer facing business, I ask for the manager and tell/ suggest to them what I think would improve their service.
I don’t bottle up the anger, seethe and take it home with me.
Why should I?
I didn’t create it.
That kind of action manifests cancerous and other nasty ailments inside you.
All bad customer service comes from the top.
Either the management don’t know, don’t have enough experience to fix it or don’t care.
I don’t shout at the customer facing staff either — it’s probably not their fault.
You have to leave everyone you meet better off than when you first met them even if the lesson or gift is tough love and shared feedback.
My objective is to just let them know that many people won’t come back because if A, B and/ or C. After that it’s up to them to recognize the positive feedback and do something about it.
99% of the time, when they don’t do something I find the business has closed within 6 months, unless it was funded by a rich parent who treated the whole project as a shiny toy for their kid to run/ have fun/ break until they have to buy them a new one.
More than you can imagine.
Know your core values too.
I will write another article on that soon.
Life is too short to work with idiots who don’t have any principals or don’t understand and respect yours.
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