Jean MacDonald - The Art of Responding to Criticism
Bill Gates once wrote, "Your most unhappy customers are your greatest source of learning." To make the most of this rich opportunity to learn, it is essential to listen with open ears and open hearts. Yet so many of us respond automatically to criticism with defenses. We know how much work went into making our apps good, so it can difficult to be grateful to someone who points out their failings and respond accordingly. In this presentation, I share my favorite techniques for dealing with criticism and other kinds of negative feedback. These techniques can be adapted for a variety of situations, and work well whether responding in a public forum like the App Store or Twitter, or in one-on-one communications via email and support tickets. Topics covered include: - Preparing to deal with negative feedback: a quick checklist - Editing responses: what not to say - Embracing automation without being an automaton - Communicating indirectly: the art of the App Store review response By overcoming your resistance to negative feedback and the inclination to defend your work, your thoughtful, heartfelt responses will turn critics into advocates.