I write edgy romance stories
and I tend to receive equally edgy feedback
from readers.
Some of these readers are fans.
They read everything I write.
When they don’t like a story,
I tell them that’s okay.
Not every story I write is for everyone.
I usually give them some insider info
about the story,
sharing why my characters made the decisions they did.
I talk about future stories.
Mostly though,
I reassure them
that I care what they think
and I care about them.
“When a fan of your brand
brings up a legitimate complaint,
your ears should perk up.
Your torso should tilt forward.
Your mouth should close.
This is the most serious
of all sources of negative feedback.
In these instances,
I’m responding instantly
(or as close to instant as I can get),
offering explanations and
seeing what I can do to rectify the situation.
Without fail,
these cases have always offered an opportunity
to learn and improve—
and if I’m lucky,
show brand fans that I do read my email
and I do care about what they think.
While I can’t please everyone
(including my fans) all the time,
I can let this person know
that I take their feedback to heart.”
We WILL receive criticism.
How we handle this criticism
will decide how our brand is perceived.