This framework is a tool you can freely use to help respond to negative feedback. To get started, first notice a series of questions (Framework) followed by color corresponding example answers (Examples). Study the correlation between the color coded questions & answers before using the same questions yourself next time you respond to a bad review. The ultimate goal is to see the commonalities in empathy used to communicate so that you can gradually rely on this tool less and less.
Respond To Negative Feedback
Answer the following questions to use as an outline before constructing your response to a negative online review.
a) How is this reviewer right?
b) For what are you sorry?
c) How do you feel personally responsible for this outcome?
d) What could we all be doing more of?
e) What do you believe? What don’t you believe?
f) How has this inspired change?
g) What would be the benefit of the reviewer giving your product a second chance?