Angela Jia Kim

Savor Beauty + Spa / Savor the Success - CEO + Founder
New York, NY

    Ouch! Stop criticizing me...

    August 24, 2012

    It's not personal... it's just business.

    Have you ever gotten criticism from a client, customer, or anyone else? Don't you sometimes feel like lashing out and telling them a thing or two?

    Sometimes we take it all very personally. But sometimes if you channel constructive criticism (how you get it and how you react to it), it can be a game changer. 

    Let me share a story of criticism, getting offended, and then turning it around. 

    When we first launched our "Gorgeous Goddess" mani/pedi service at Savor Spa (formerly Om Aroma & Co.), I was a stickler about making sure it was a completely sterile experience up and down. I admit it, I have OCD on a massive level, but I had heard enough crazy stories of foot diseases being rampant in nail salons that I was border-line paranoid about it.

    Imagine my shock, then, when our first review came in saying that she enjoyed the mani/pedi experience but that she didn't think our nail tech was completely sterile about the exfoliation part! I immediately got defensive to my store manager. 

    "Whaaaat? Is she kidding me? Who is that customer? What is she talking about?" 

    Then I booked an appointment with my nail tech to check out what she might be doing. Indeed, there was a tweak to be made, and I was grateful to that customer for allowing us the opportunity to up our game. We decided to get rid of our exfoliating tool because there was no way to completely sterilize it.

    Phew! Problem solved. 

    Next review: "Love the organic aspect but what's up with not using an exfoliation tool? The sugar scrub isn't enough for me. You'd think that a cute place like that would do a fantastic job with exfoliation. 

    Another appointment was made with my nail tech. I know, tough job to constantly monitor the quality of the mani/pedis, right? :)

    Again, the client had a good point and we scoured the internet to find our solution. And again, I was grateful for the constructive feedback that I knew was going to help us become the best of the best. 

    Our next review was proof: "Amazing mani/pedi! Loved how clean and sterile it all was and the exfoliation made my feet look like baby feet. Thank you!!"

    So the point of this story is that if you can channel the feedback by surveying your customers and giving them a structured way to offer it (via a survey or after a service or product), it gives you the opportunity to rationally examine it and determine if it is legit or not. 

    When someone offers feedback that is over emotional or ranting, it is more than likely his/her issue than yours and you have to draw that boundary. 

    But if it is genuine feedback that allows you to up your game, that's worth its weight in gold. 

    Have you ever turned constructive criticism into a game changer for you?  

    Angela Jia Kim is a woman entrepreneur advocate, organic lifestyle guru, doting mom, New York City (not house)wife, and author-in-the-making.

    She uses her organic skincare business, Om Aroma, to empower and inspire other business owners by openly sharing mistakes (the kind most sweep under the rug) and lessons learned (the kind most keep as secrets to get ahead).

    She believes that building business is directly tied to self growth, that it takes a village to raise a business, and that your business is meant to serve the life you want to live. 

    Read Angela Jia 's other blog entries >

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