We don't like to hear negative feedback. We get defensive and immediately start looking for ways to dismiss it rather than digging in to see if there is value there. I get it, the coffee shop is your baby, you take you profession personally. Handled the right way though, negative feedback can be your best friend.

Today on Keys to the Shop we are going to explore a 5 step process I have used for a long time to process critical feedback whether it is coming from a customer in the store, someone on Yelp, or from an employee.

LINKS:

Coffee Compass Article: The Wrath of the One Star Review

Shift Break: Stop Lying

Shift Break: Creating a Feedback Culture

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151 : How to React and Respond to Negative Feedback