How do you handle criticism and use it to improve your business? Share one approach to leveraging criticism.

Question

Criticism can be a double-edged sword for any business, a challenge that even the most seasoned CEOs and Product Marketing Managers must navigate. In this Q&A session, experts share invaluable insights on how to turn criticism into a powerful tool for growth. From seeing criticism as a tool for improvement to tracking and tagging customer feedback regularly, discover ten actionable strategies from industry leaders. Learn how these experts leverage feedback to enhance their businesses, with the first insight emphasizing improvement and the last focusing on consistent tracking.

Kyle Morris · Answer

I see criticism as one of the best tools for improving. When I get feedback, I take a step back and really listen to what's being said. Then I figure out if there's something actionable I can take away. For example, a client once mentioned that my reports were too detailed for them to follow easily. Instead of taking it personally, I simplified the layout, added clear visuals, and made the key points more digestible. The result? Happier clients and better communication. Criticism isn't a setback—it's a chance to level up and make the business stronger.

Luke Beerman · Answer

When it comes to handling criticism, my approach is simple: listen, learn, and act. Criticism is free feedback, and even when it stings, there's usually a nugget of truth worth digging into.
One way I've leveraged criticism is by directly reaching out to the person who gave it. I call them up, ask for specifics about their experience, and—here's the key—genuinely listen. Then, I share their feedback with my team to figure out where we can improve. This process not only helps fix problems but also shows the critic that we value their input, often turning a negative experience into a positive one.
The takeaway: Don't take criticism personally-treat it as a growth opportunity. When you approach it with curiosity and openness, you'll strengthen your business and your relationships at the same time.

Amaury Ponce · Answer

Criticism is an invaluable tool for growth and I have learned to approach it with an open mind and a problem-solving attitude. With over two decades in the tree service industry and certifications like being a TRAQ certified arborist, I know that listening to feedback, whether from customers or my team, is crucial for continuous improvement. For instance, early in my career, a customer pointed out that our post job cleanup could be more thorough. While we had done a great job trimming and removing their trees, leaves and debris left behind created a sense of incompleteness for them.
Instead of taking it personally, I used this as a learning opportunity. I revamped our post job process by creating a detailed cleanup checklist and investing in better equipment like high capacity blowers and a chipper truck. I also trained my team to view every project through the customer's eyes, ensuring no detail was overlooked. This feedback driven change has since become a hallmark of our service and earned us repeat clients and referrals. It is a reminder that even tough feedback can fuel positive transformation when paired with the right expertise and willingness to adapt.

Bruno Reich · Answer

I transformed negative feedback into a structured improvement system by implementing a "Feedback Action Framework." Each piece of criticism gets logged into a digital dashboard where my team and I rate its potential impact on a scale of 1-5. We then create specific action items tied to addressing valid concerns. This process helped us boost our customer satisfaction scores by 27% in six months.
The framework's success stems from its emphasis on quick implementation. When customers point out issues, we respond within 24 hours with our planned solution. For example, when several clients mentioned our software's slow loading times, we didn't just acknowledge the problem—we scheduled immediate performance upgrades and communicated the timeline to everyone affected. This proactive stance turned many frustrated customers into loyal advocates who appreciated our responsiveness to their input.

Dinesh Agarwal · Answer

Once, a customer told me our service felt too impersonal. Instead of dismissing it, I called them to understand what wasn't working. In just 30 minutes, they shared insights I hadn't considered, and it changed how we approached communication. Since then, I've made it a habit to dig deeper into criticism. Often, the best ideas come from listening closely to what people find frustrating.

Jean Christophe Gabler · Answer

On a personal note, I am not afraid of feedback; instead, I see it as a chance to improve. I regularly set up "Critique & Coffee" meetings with my team to encourage open feedback. This casual, laid-back chat makes it safe for everyone to talk about their worries and thoughts. It's been important to me that these talks are useful, that we don't just talk about problems without also finding real solutions. This is how I learned that the best feedback is often the kind you don't expect, and it can help you move forward in a better way.
An example would be when we rewrote our messages as a team after getting feedback on the launch of a new product. We saw how much more interested buyers are when we made the conversation more open and changed the tone. I have learned that the best results come from really listening and making changes as recommended. Because of these meetings, I now understand that feedback is not criticism, but rather working together to get better. For me, it's become a big part of what we do and helps us feel more confident in ourselves and our way forward.

Olivia Chiavegato · Answer

The thing about criticism is even though it is hard to hear, it is often the thing we need to hear most to propel us to action. 
There are positive and detrimental ways to give feedback, but there are also positive and negative ways to receive it. When it comes to improving your business, what is important is not the way in which it was given or what was said that matters, but determining what is valuable and actionable. 
Not all criticism is fair, and not all criticism comes from good sources. However, some of it does, and it is important to be able to handle and think logically about criticism to discern between the two. 
When receiving criticism, try to take a step back and distance yourself emotionally. Focus only on what was explicitly said. Try to think about it for a few days, and frame it as if it was an idea you had come up with yourself. For me, I find this helps to remove any feelings attached to being the subject of critique. If I had had this thought on my own, would I have dismissed it, or would it have been a breakthrough realization. This helps me better analyze if it is something I genuinely see for the future.

Jake Maslow · Answer

When I receive criticism, I view it as a chance for development, even though it may be tough to hear initially. One strategy that has proven effective for me is to seek more information when I get feedback, particularly from customers. Instead of responding defensively, I choose to inquire further by asking questions like, "Could you elaborate on what expectations you had? How could we have made your experience better?" This approach not only allows me to grasp their point of view but also demonstrates my genuine dedication to enhancing the situation.
Once a client mentioned that the navigation on my website was a bit confusing to them. Instead of ignoring the feedback I received from them, I took the time to understand their concerns and collaborated with a developer to enhance the website for a more user-friendly experience. As a result of this feedback, it led to increased satisfaction and conversions among users. Accepting criticism with an open mind can be beneficial for ongoing enhancement endeavors.

Dan Grigin · Answer

View criticism as a valuable data point for improvement rather than a personal attack. We've implemented a systematic approach where every piece of feedback becomes an action item in our weekly team meetings. This transforms negative feedback into constructive opportunities for growth while demonstrating to customers that their input drives meaningful change in our business practices.

Nicole Martins Ferreira · Answer

We regularly collect all feedback from customers via support tickets and tag it. We track the number of complaints people have to help us determine if this is a one-off problem or if this is something we need to fix fast. When there seem to be multiple issues on a specific problem, it gets added to our sprint plans so we can make customers happy.

Category Collection

How Do You Handle Criticism and Use It to Improve Your Business?