Dealing With Feedback

When our speakers address an audience, we always ask for feedback. That doesn’t mean we always get it, but when audience members do take time to respond, we use that feedback to try and improve. Unfortunately, it’s a fact of life that people who respond to surveys or fill out responses frequently either love you or hate you. Those who don’t feel strongly either way sometimes think their responses won’t matter or simply don’t want to bother.

It is important when you do receive feedback that you visibly act upon it. Even if someone is unhappy, if they see you working to fix the complaint they reported, they are much more likely to give you a second chance. More importantly, they are less likely to speak negatively of their experience to friends. It is critical, however, that you do not brush off criticism as if it doesn’t matter.

Negative feedback can be very difficult to hear. Most people have a tendency to take such comments personally and lash out. If the responder provided a name, or if you can tell by the comments alone who the person is, you should never approach them in a confrontational manner. If they did provide their name and you do want to speak with them further, think ahead about how you might approach them. Always begin the discussion with, “I really appreciate your feedback and am working to improve…”

One of my favorite stories to tell goes back to when I first started speaking. I presented at a session beginning at 9 a.m. and collected feedback forms at the end of the session. Everything was positive except for several comments about not providing breakfast. The solution: donuts and juice every time! If you have received feedback that was memorable or was especially funny, we’d love to hear about it. Send us your story at info@theexpertspeakers.com.