Emotionally Manage Negative Reviews

emotionally, manage, negative reviews, excellent, good, average, poor, worst

What’s up ? This is THE stephane ANDRE !!! I watched an Olivier Roland’s video and I learned some good stuff.

When we have company, we read customer reviews to improve the products/services. But we have a way of thinking that can hinder the company’s evolution. Here is an example, for a product the are 10 positive reviews and 1 negative review. The problem is that the entrepreneurs will think 1000 times more about the negative review rather than 10 reviews positive.

Bad comment

emotionally, manage, negative reviews

To change this way of thinkging, it’s necessary to understand that this is part of human nature. We have been educated by evolution to focus more on negative things than positive things. And yes, our ancestors lived in an unstable environment during the vast majority of the existence of the human being. Here are some examples :

  1. Our ancestors were very attentive to the elements that were partially negative. They could be very happy, have a great day but they had to pay attention to the powerful animals that could, by surprise, kill them.
  2. Our ancestors had to pay attention to the disputes that had in the village because these disputes could deteriorate the village’s stability. This can result in creating friction that undermines trust in terms of collaboration for survival.
  3. Our ancestors were never satisfied with their situation and this motivated them to improve their lifestyle through science.

Solution

emotionally, manage, negative reviews, positive

As you’ve seen, this is a way of thinking that we have in human nature and there are some tips to avoid being obsessed with these negative reviews. I propose 3 solutions :

  • Ignore them. The more negative reviews you see, the more you’ll be desensitized to that. It’s not very complicated because if your company is working well, you have few negative reviews.
  • Delegate the management of reviews to a member in your company. This allows you to avoid being on the front line in the emotional impact to be less affected. It’s true, this solution have a problem. It creates distance between the entrepreneur and the customers feedbacks. It’s for this reason that it’s recommended to set up a procedure for the member who handles the reviews saying : « From now on, it’s you who manages the reviews. The thing I would like you to do is that you only transfer negative constructive reviews to me ». Negative constructive reviews are the criticisms where you see the urge to help.
  • Create an email address only for positive reviews. For example, you can name this email : « positivereviews@yourCompanyName.com » and tell to the person who manages the reviews that each time he/she receive a positive reviews, he/she send it to this email. You can also tell to this person to make a screenshot of a positive review from social media and send it to this email.

With this email address, you create the email of happiness. This will be useful for moments of demotivation and doubt. If, for example, there is an negative reviews that makes you feel bad and you think about it several hours later, you can log on this email, read positive reviews and realize that you’re doing a good job. It’s really a special feeling to know that you’re changing the lives of many people. It’s really fantastic and it allows you to relativize.

It’s possible to make a combination of the 3 solutions. It means, you force yourself to read the negative reviews to desensitize you ; you delelgate part of the process to manage the reviews ; you create a magical email as a psychological support.

These solutions allow you to put things in their place so that you don’t get overwhelmed by negative emotions.

It’s possible that you know of other methods to handle negative reviews, if it’s true, share your method with us in the comments section.

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-Steph

P.S. If you’re in Miami and you like Caribbean food, go to my cousin’s bistro to eat Haitian food, click here.

Automate Any Company

automate company

I watched an Olivier Roland’s video and I learned good stuff.

When I read Tim Ferriss’s book « 4 Hour Work Week » , I discovered what a muse business was. A muse business is an automated business.

In this book muse business is mainly on internet but it’s possible to have a traditional business that is largely automated. The most important thing in this concept is the automation of certain tasks by machines in a company. The traditional business can be almost completely automated by humans but it’s easier to do with machines.

You should know that it’s much easier on internet to have a business serving your life rather than your life serving your business (like you work 70 hours a week). The reason is that there are many things that are done by your audience and the machines. With internet, the machines are computers.

I wrote an article about this topic « An Army For Your Blog ». In this article, I explain that I have an army that works for me everyday. This army is simply composed of all my articles that I published on my blog. Which means that today, I have an army of more than 695 articles.

Each of my articles continues every day bringing people who are interested in the article’s subject. Some of these people subscribe to my newsletter (mailing list) and by giving their emails, they become prospects. Then some of these prospects become clients.

That’s what is excellent. It’s true that I take time to write these articles but once I published them, they work for me for years without my intervention.

Automatic

automatic

Look at this, if I stop creating content for 6 months or 1 year, the traffic of my blog will decrease but the decrease will not be catastrophic. My articles will always keep bringing people to my blog for a long time.

It’s the same principle if you have a product to sell on your blog. People who are interested will click on the link that will take them to the product’s sales page. They will read the description and if they want to have the product, they will buy it immediately.

As you can see in the product purchase process, there was no human intervention. The client did most of the work assisted by a machine (computer). That’s the concept of having a business serving your life. It’s perfectly possible to do that with humans but it’s more complicated and there are management constraints.

For years humanity has been trying to get rid of painful or repetitive tasks.

For example the norias. A noria is a wheel with pots that taking water from a river. All this only works with the strength of the river and the water from the pots is collected in an aqueduct that will fill a reservoir. With a machine like that, people in the village no longer need to go to the river every day to get water. This machine makes it possible to automate a repetitive and painful task. The only thing people in the village have to do is maintain the machine (noria).

There are also examples of traditional businesses that are automated to serve the life of their owners.

  • Automatic vending machine

    It’s a fully automated machine that is between the client and the company. Do you see the difference that there is between a person who is there 24h/24h permanently to serve drinks to clients (painful and repetitive task) and this machine ? The machine’s maintenance consists only in regularly looking for money, reloading food/drinks and repairing.

  • Automatic laundry

    It’s is a fully automated machine that is between the client and the company. It’s the same principle, it’s a repetitive and painful task that is replaced by a machine.

  • Others

    It’s the same for photo booths, impedance scales, automatic sphygmomanometers and the list is very long.

A company serving your life

life

Ok, I know there are people who will tell me that if companies only operate with machines, one day, there will be no more human relations. It’s true that human relations are necessary for to have a healthy life but for me, there will always have human-based companies with people who want human interactions.

Sometimes I want to go to a coffeehouse or a grocery store to buy a drink rather than buy it in a automatic vending machine because I want to talk to people.

What I mean is that it’s easier to have a business serving your life when it’s based on machines (computer or others).

I explain, it’s easier to entrust repetitive tasks to machines like cashing money and serving a drink or cashing money and washing clothes. These are not exciting jobs for employees and it’s not going to help them flourish. When a task is repetitive and painful, it’s necessary that this task be done by a machine so that a human being can concentrate on a creative and fulfilling task.

It’s always possible to have a traditional, complex, automated , human-based business serving your life. For that, you have to find people who manage your business for you. You can be the only person who deals with strategy and processes or another task that you like to add value, but other people manage your business every day for you.

The main thing is to have a business serving your life and not your life serving your business. You are the person who knows where your ship is going and you work so that people are efficient and the interactions in your ship are as effective as possible. You aim is that it’s not you who does the daily operations of your ship.

Share this article if you think it can help someone you know. Thank you.

-Steph