Quick Tip No 23: How to Criticize Someone

TalkA couple of weeks ago I wrote about the value of customer criticism. But what when it is you who has to deal some constructive criticism to people working with or under you?

It is often very difficult to voice criticism, because many take any kind of criticism personally or believe that by criticizing them you think you are better than them. People may also have a hard time accepting your opinion because they may think you are criticizing everything they do. After all, they may have worked hard and spent much time on the very thing you are so critically reviewing and therefore even think you do not have any right or basis to do so.

This is why criticism even when voiced with the best intentions often builds up unnecessary frontiers between you and them. These frontiers make it difficult to have a reasonable discussion and solve the problem at hand. So how to criticize someone? (more…)

February 10th, 2014|Tags: |

Quick Tip No 19: Hear the Pain

AngrycustomerCriticism is ugly; nobody likes it, and we try to avoid it. However if it is out there we should not ignore it. It is important. If we have customers who criticize us, we would love to get right back at them and tell them how wrong they are. However, whenever that happens, for example, during a phone call, it doesn’t end well, because the last thing any customer wants to hear is that he is wrong. Who does, for that matter?

The thing is, customers who criticize you are the best customers you can get. (more…)

January 13th, 2014|Tags: , |