Handling criticism, part 1


When you have a business with any traffic, you can expect a regular stream of criticism, so your skill in handling criticism the right way is incredibly important.

The wrong way, of course, is to lose your temper and enter a verbal slug match with your critics. The critic might just be trying to find out more about the product you’re selling, for instance. Or, your critic may just be a “Karen” who feeds on combat.

A better approach is to draw the critic into the open, and ask for specifics about why they’re concerned. This approach can not only win over potential buyers, but also deflate any empty trolling.

For an example, here’s a conversation that I recently had with a male Karen that I’m calling “Ken-Ken” for anonymity.

Ken-Ken: Just another work-at-home scam. But what do you expect form someone who runs a business but goes out of his way to conceal his identity?

Me: I don’t conceal my identity at all. You can talk to me any time using my email on the site.

By the way, what is it you think I’m promising that would make this a scam?

Ken-Ken: The scam part is the $500/year for software that you are selling and your claims that anyone will get rich (besides yourself) following your magical instructions. But you know that already so why ask me?

Me: I don’t sell any software, or even any subscriptions for $500/year. You have the wrong business.

Ken-Ken: You need to look at your website.

Me: Again, I don’t sell software; I just recommend various products for online entrepreneurs that are (in my opinion) nice to have. I’m definitely not saying they’re needed for getting rich.

Also, I sure as hell don’t make any claims that people will get rich following “my magical instructions.” They’re not magical and they’re not original to me: they’re actually a common marketing strategy that has a good track record of success.

Ken-Ken: And you get a sales commission for the products you are flogging. A good way to spot a grifter is someone who tells you that he will make you rich but wants nothing in return. It reminds me of that orange guy who ran for president and said he would pay for his own campaign – it never happened.

Me: Of course I want something in return. I hope my audience will like some of what I recommend enough to buy it. I just don’t require them to buy anything. That’s not a scam and I think you know it.

Ken-Ken: As you inflate the value of your magic formula, it would be a safe bet that you are upselling other product as well. As the things you are selling are get-rich schemes it is kind of self-evident that you don’t have much interest in providing value.

Me: I am providing value in my course and coaching. People who don’t like the products I link to simply don’t buy them. Just like with standard advertising. The other vendors have nothing to do with my value.

Ken-Ken: Like many of the people running coaching scams, you seem like you could really do well if you turned your hand to some productive enterprise that enriches others as well as yourself.

Me: I very honestly believe that my coaching does enrich others. I also don’t make wild promises that require others to give me money, which is what a scam is. This ad doesn’t promise anything.

I’ll grant that the make-money-online space IS full of scams and con artists, but there are also many of us who are actually honest.

Ken-Ken: When all you can do is repeat yourself it’s time for a new grift.

Me: I can do (and have done) a lot more. In your case, I thought I had to repeat myself to you in order to explain what a scam is. Obviously that’s not going to work; you’re going to believe whatever you want, accurate or not. That’s okay; everyone who reads your posts is going to see that you have nothing whatsoever to support your accusations.

Ken-Ken: Everyone who reads your promise of instant wealth with no further work should, hopefully, see the holes in the scam.

Me: Everyone knows I never promised instant wealth. Apart from a few lottery tickets, instant wealth doesn’t even exist. Yet again, you decided that you’re only going to believe a personalized fiction for yourself. Great. Knock yourself out.

From an Affiliate Swim ad comment section in Facebook

As you can see from the conversation above, one of the best ways of handling criticism is to show a sense of humor. In the next part to this series, we’ll look at some other strategies.

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