The internet and social media has brought about the concept of review to our doorstep. A like placed on a post or a comment, a review on your Facebook Business Page or on Google Maps. A good review or a like makes us happy. But what happens when we get a bad review from an unhappy customer. Let us understand how our brain reacts and how to deal with a one star review.
The problem with our primitive brain
It is generally believed that we evolved from apes to humans. Earlier like wild animals we took shelter in caves. We made homes there and entire families used to take shelter. Caves protected us from harsh weather and dangerous animals. It provided us with a secure zone. During those times as we were safe in the caves the outside world and sounds like the roar of tiger or thunderclap of clouds drove fear in our mind. Sights and sounds frightened us. Even today our brain is hard wired to react to fear.
Different people react to fear in different ways. Some of us even train our brain not to react to fear. Many other feel the fear inside but do not show it.
Understanding neuroticism and how it is connected to criticism
Neuroticism is a personality trait and it can be measured. People who have high scores of neuroticism are moody and experience feelings like anxiety, fear, anger, frustration, envy, jealousy, depression and loneliness more than average. Such people react faster to small situations and even minor problems appear to them as hopeless. Highly neurotic individuals are sensitive to criticism.
Step 1 – Identify yourself, how much is your score on neuroticism
Rather than taking the psychological tests or visit to a doctor there are simple ways to find out how high you are on the neuroticism scale. How do you react to criticism? Do you feel elevated heart beat. Does energy and excitement surge through your body. Do you take sides easily. Do you keep calm in all situations. Do you forgive easily but do not forget. The best way to find out is to start understanding yourself first.
Step 2 – How to react to a one star review
Let us break down a response in possible minute step by step work flow
- While reading the negative review or negative comment take a pause and read it once or twice over. Understand the message and try to analyse what the commenter is actually saying and not what you are interpreting. Also see who has commented or reviewed.
- Keep your phone or laptop down for five minutes and begin the simple breathing exercise – breathe in for four second, hold for the next four, then exhale for four seconds and wait for four seconds till beginning the cycle.
- Prepare your reply. Remember the world is watching. No one likes someone who reacts badly to a negative review. Explain your point politely and end it on a happy note. Make a promise that you will improve your service. Do not blame the reviewer. Do not type in a long and lengthy reply.
- Introspect and make corrections to your business model.
Remember, a criticism is free management advise to improve your business. Learn to accept criticism from your friends and enemies rather than getting used to only praises from everyone. Train your brain just like you train a dog.
Ways to handle stress or soothe your frayed nerves
- Keep a pet
- Get close to nature like taking a hike in forest, roam in a park or do gardening
- Do yoga
- Pursue your passion at least as a hobby
- Take a walk
- Write an article or a poem
I am an MBA graduate with dual qualification in Finance and HR. I have done a Google Certified course in Digital Marketing. With many such qualifications under my belt, I am now focused on women entrepreneurship. With brands like SukaOne and Narisakti, I help women to make their idea to reality and navigate their way through the maze of digital work.