… POSITIVE Feedback

• thank the reviewer for their feedback
• inform them about how you´ll go on
• inform them about the possible rewards
• encourage them to submit more feedback whenever they have ideas, suggestions, hints or complaints for you

… NEGATIVE Feedback

• wait a moment and reflect. By taking some time to think, you can determine if the feedback actually applies to you. Then calmly communicate these thoughts to the other party.
• never take it personally, but constructively. Consider the potential benefits and think of how it might enhance your performance. Embrace criticism as a way of improvement.
• focus. The past is the past, don´t recap the incident, but address the customer´s needs in that moment and identifiy a solution. Afterwards you can reflect and improve, moving forward.
• get more data. Ask for examples to better understand the feedback: “what was it that made you feel…?”. Ask whether they perceive this to be an isolated issue or if it’s something they’ve noticed a few times. This is for your own benefit. Feedback is only useful if you can act on it. Also ask others about the issue, this might provide confirmation or even solutions.
• thank them sincerely. Tell them you appreciate that they’ve taken the time to talk to you and thank them for having your development in mind. This can be particularly difficult if you feel put-out by the feedback or if it wasn’t delivered in the most tactful way. Even if you don´t agree with them, this is a way of being mature and recognising the effort the person took to give you this feedback. Ensure the other party feels heard.