I train customers on our products. We do this by providing elearning followed by a facilitated virtual classroom.
Last week I got my first HORRIBLE reviews on my facilitation skills. I know, it happens.
I ask you, who wants to hear about their flaws?
In my happy place, I’m convinced that I am sheer perfection!
However, showing your work and sharing your learning is predicated on one inescapable fact:
You are not perfect
My brain’s response: “Whatever. Says who?”
Then I asked my brain, “But brain…what if it’s true? What if…*gasp*… I’m not perfect?”
I spent all weekend thinking about the reviews. Some feedback I dismissed: there isn’t a thing I could do about the technical issues on their end. Some feedback was fair such as the comments about my facilitation style.
The end result:
- Spoke with our Customer Success team and asked them to reach out to our customer to offer a do-over
- Pledged to myself to “rein it in” for the quiet attendees. My style isn’t for everyone, and I need to adapt to provide the best learning experience for my customers
- Emailed customer directly to talk w/them about their technical issues
Here is what I learned:
- Bad reviews happen.
- Not everyone will like you and that’s OK.
- I need to reflect on feedback, and determine if it is valid. If it is just ranting, then it’s not feedback.
- Bad isn’t always bad.
- Bad is your chance to reflect on what you’re doing, and change if needed. Try it.
- Receivers of feedback are going to get defensive. It’s a human reaction.
- We need to help feedback receivers move beyond their feelings so they can hear the other person’s feelings.
I still ABHOR bad evaluations. I dread that sinking feeling in my stomach. I’m human, I expect this.