Permission to ignore your critics
|
Hello Reader, If I had a nickel for every time I’ve had a conversation with a colleague or client about unsolicited feedback they’ve received, well, I’d have very jangly pockets. Complaints happen to us all. I understand how jarring they can be and how quickly they can trigger self-doubt. I’ve known talented folks who have overhauled their entire business model because of a single, off-base complaint. To be clear: I am not talking about the "whoops, I screwed up" situations. If a coupon code breaks or a link is dead, that is a data point on your operations—fix it, apologize, and move on. I’m talking about the fuzzier complaints—the ones that keep you up at night questioning your pricing, your delivery, or your business model. Before you pivot your whole strategy, run that feedback through this low stress filter. 1. Does the complaint come from your actual target audience? I see so many business owners making significant changes because of feedback from people who were never going to buy from them in the first place. If someone complains about your pricing or your process, get curious: Are they an ideal client? Does your offer actually serve them? If the answer is no, this is not a product problem. Changing your business to please people who aren’t your customers is a fast track to building a business you despise. 2. Is this an opportunity to improve your delivery? When an aligned, ideal client points out a gap, that is gold. My Alignthority® Strategy Sprint didn’t come from a vacuum, for example, it evolved because clients wanted more connection and collaborative depth than a one-off call could provide. On the other hand, my Back Pocket Strategist service for past clients was born from the feedback that not every strategic hurdle requires an hour-long Zoom call. When your people ask for better, listen. This is part of refining your craft. 3. Is the complaint an outlier? Sometimes, a complaint is just a mismatch of preferences. If you deliver your strategy via Google Docs and a client requests a different platform, it’s a signal to set clearer expectations on the front end, not necessarily a signal to change your entire infrastructure. Identify these as one-offs so they don't derail your operational flow. 4. Does acting on this change your vision? It is incredibly easy to let the loudest voices in the room override your internal compass. Years ago, when I transitioned away from a micro-agency model to focus purely on consulting and strategy, there was pushback. People missed the old way of doing things. But as the owner of your business, you must be the keeper of your own vision. Be very careful that you don’t let the feedback of others turn your business into a reflection of their needs instead of your own. I realized while writing this that I’ve focused heavily on when not to listen. Let me be clear: responding to feedback professionally is mission-critical. But most of the time, I see business owners reacting to complaints that do not serve their goals—and actually subtract from their progress. Don't let the noise pull you off-course. Build the business that aligns with your expertise and your vision. Talk soon, Sarah |