Getting feedback in life is unavoidable. No matter if you’re in school, at work, or at a practice – feedback is inevitable. While the source of the feedback may change as we grow and learn, the way we handle and accept feedback is up to us. There is an age-old-saying that goes, “acting is reacting.” In other words, while we may not be able to control the atmosphere, or the actions of others, we can always control our own actions, and more importantly, reactions.
Learning how to control our emotions and reactions to different events, or emotional stimulants is an integral aspect learning how to take feedback with grace and gratitude, no matter who may be delivering the feedback.
In a professional context, one of the most important sources of feedback for anyone to consider is the clientele. Even if you own a small business yourself, or are a startup entrepreneur, or freelancer, the clients feedback you receive will be crucial to growing the business and learning while you do. The following are some tips for receiving constructive criticism from your clients.
“I think it’s important to note that many times we intellectually ‘get’ that feedback is necessary. But in the moments we’re actually receiving it we often (me included) respond with resistance. That might be experienced as internal resistance or active external resistance – rebuttal or defensiveness.”
– Amy Gray, Director, The Leadership Effect –
Table of Contents
Ask for Feedback Regularly
There are a lot of tactics and strategies that can help us take constructive criticism in a healthier manner. Like with many things in life, if we can take control of the situation, it may not feel as daunting, scary, or aggressive. In this manner, if you offer your clients a chance to give you feedback on a regular basis, you can effectively take control of the feedback process.
This way, you aren’t being blindsided by feedback when you weren’t expecting it, and instead have a defined avenue through which your clients can direct their feedback or constructive criticism. Additionally, this means that you’ll be able to review any criticisms in your own time, and when you feel you have a clear enough head to deal with the comments and criticisms.
“When you’re trying to manage a business, or even a team of people and a portfolio of clients at the same time; it can be a headache to have constant feedback coming at you from all different directions. By creating defined channels and feedback avenues, you can organize everything and react accordingly.”
– Rachel Roff, Founder and CEO, Urban Skin Rx –
By defining the feedback channel in your own terms, you can also manage your reaction. If you receive a particularly difficult piece of constructive criticism to swallow, there’s nothing wrong with stepping away for a minute to collect your thoughts and calm down.
You should never respond to someone’s constructive criticism immediately if you can avoid it, as you don’t want your emotions to blur your reaction.
“Some feedback is really easy to take and is just a preference or even a little formatting thing, other pieces of feedback can be more frustrating; especially if the client is sort of changing their mind post-delivery. That’s when it’s nice to be able to take a step back and a deep breath before responding.”
– Ryan Rottman, Co-Founder and CEO, OSDB Sports –
Take Notes and Internalize
In the same way that you take a little time to breathe before responding to a piece of feedback or constructive criticism, it can also be helpful to sit with the feedback for a while. Reflect on what was offered to you as constructive criticism and see if it resonates with you. The process of internalizing constructive criticism will help you identify areas to improve in your work and career moving forward.
This is essential to the learning and growth process that we all undergo. The more honest we’re able to be with ourselves and self-aware we are of our faults and flaws, the better we’ll be able to address them.
“Emphasize your strengths and neutralize your weaknesses. That’s a saying I picked up a number of years ago, and it addresses this idea that nobody is perfect. It acknowledges that we’re all flawed – but through this self-awareness, and conscious effort, we can work on personal development, and external relationships that neutralize our own individual flaws.”
– Jesse DeBear, Fractional CMO, Renew Anchored Dentures –
Keeping a record of the feedback you receive, both the good and the bad, will also be helpful in the long run. You can compile client feedback over any defined period of time, and see the trajectory of the feedback. This will further help you identify where you’ve been improving, and where there’s still room for growth.
“Client feedback is one of the most telling aspects there is in today’s day and age. Brand reputation is a huge priority in the consumer eye, especially as the economy becomes more and more digital.”
– Kyle Clements, CEO, Quipli –
Understanding What Went Well and What Didn’t
While internalizing client feedback is an important part of the process, it can also be helpful to dissect this feedback. Especially when there’s a healthy dose of constructive criticism. Ask yourself what went wrong with the project, the delivery, or the client-experience in general that led to this criticism.
If you can identify a specific moment, or interaction that ignited the spark for this feedback, that’s great! This means you already have an idea of what went wrong, which should help you avoid a similar mistake in the future.
“There have been many projects where I made a mistake and I knew it. But that doesn’t mean I failed on those projects. I just learned from them. That’s all ‘failure’ ever really is – a learning experience.”
– Annie Ricci, Senior Manager of Digital Marketing, Prima –
If after analyzing the experience and the criticism as a whole, though, you still don’t feel like there was any one thing or instance that could have led to this feedback, you should also consider if you think this is a fair criticism, or if perhaps the client is misdirecting some anger from somewhere else.
If you’re unsure, you can always ask for further clarification from the client delivering the feedback and see if they can help you understand exactly what went wrong.
“There’s nothing wrong with following up after receiving a piece of constructive criticism. Especially if you don’t fully understand where the client is coming from. Communication is crucial.”
– Annu Daniel, CEO, Elohim Company –
Listen With an Open Mind
When it comes to taking constructive criticism well, it’s also very important that you listen with an open mind. Try to appreciate where the other person is coming from, and why they feel the way they feel. You may not always agree with what they’re saying, or the criticism in general, but if you listen well, you may end up learning something anyway.
“One of the most important skills to have in any leadership position is the ability to listen. To your team, to clients, to advisors, and even the marketplace in general. You simply have to be a good listener to be a good leader.”
– Carrie Shaltz Haslup, Founder and CEO, Tabeeze –
Listening with an open mind is especially important in today’s day and age. With so much digital communication happening on a regular and everyday basis, it’s crucial to be able to listen to someone else’s perspective and to hear them out when they’re delivering constructive criticism.
“Collaboration is happening on a wider and wider scale each and every year. The technology involved in conducting business is scaling and advancing so quickly that we have to be able to listen to one another, no matter the communication channel.”
– Juan Pablo Cappello, Co-Founder and CEO, Nue Life –
Take Feedback With a Grain of Salt
Again, you may not agree with every piece of constructive criticism that you ever receive. That’s okay. Sometimes feedback is charged with emotions, or there was a miscommunication when establishing the expectations at the beginning of the project. No matter the case, it’s okay to take feedback with a grain of salt from time to time.
“Just because you’re getting constructive criticism doesn’t mean you’re bad at what you do. In fact, it’s the opposite. Constructive criticism means people want to help you improve so you can reach higher levels of success.”
– Max Schwartzapfel, CMO, Fighting For You –
Taking feedback with a grain of salt doesn’t mean being rude, unappreciative, or dismissive, though. On the contrary, this means honing your self-awareness and being able to identify the things that are inside your control, and the things that aren’t. This is helpful to keep in mind when client criticisms have to do with elements that are simply outside your control.
“There are often things that you simply have no control over, and if that’s what a client is giving you feedback on, there’s no need to give push-back or get rude; but you also should realize that it’s something you had no power over in the first place.”
– Karim Hachem, VP of eCommerce, La Blanca –
A few Final Words
Taking feedback and constructive criticism well is all about staying calm and controlling your personal reactions. Look to the tips above to help you listen with an open mind, internalize, and grow from the constructive criticism you receive in your life. “When done well, effective criticism can pave the way for a healthier, collaborative team. That’s because collaborative teams are open and honest with one another—and not afraid to talk about real things.”
– Julia Martins, Author, Asana –
