![]() How do you respond to a negative review?Ĭustomers will perceive your game in different ways. This blog is primarily about focussing your energy towards negative reviews that are constructive, so that you and your game might benefit from them.Ģ. If you should face toxic and abusive reviews, my advice is to report them to Steam, or ignore them. By all means, they should let you know about bugs and their overall experience about why they didn’t like your product, but do so politely. And just because they are the customer, doesn’t mean they should throw a tantrum and shout absurd profanities at you. After all, we’re all human! This being said, I would like to note that developers are also people, and the above go hand in hand. ![]() I find reminding myself that customers are people helps me construct my response on a more personable level. However, because you can’t hear their tone and see their expression, you take what they say personally and inappropriately respond in the heat of the moment. Very possibly, this customer may have brought up some valid criticism that would be helpful for other Steam customers and your game. For example, let’s say a customer writes a negative review that's constructive about your game. A lot of emotions are in play that could be taken out of context. However, what makes responding to online criticism difficult is that you can’t see the person’s face or hear their tone, which can tempt you to forget that behind the keyboard is an actual person. The biggest advantage we have when responding online rather than in person is that we have more time to plan our response. How many negative reviews should I respond to? 7. What are the disadvantages of responding to a negative review? 6. What are the benefits of responding to a negative review? 5. Why should I respond to a negative review? 4. How do you respond to a negative review? 3. In this blog, I hope my experience, combined with my current profession, can give you a deeper insight into how to best respond to Steam reviews. Now, however, I deal with customers online, and it's a vastly different world out there in Cyberland. I’d get a deeper understanding of how I should react to such emotion(s). A big advantage I had back then when dealing with customers was that our interactions were all in person, meaning I could physically see the customers’ faces and hear their tones, so I could gauge how upset, angry, happy, or frustrated they were. With that said, the most important thing I learned from customers is that we can’t control what they say or feel, but we can control how we react. One of the lessons I learned was that in life, no matter how amazing the service or product you provide is, you simply can’t please everyone. I learned a lot about people management and overall customer relations. Over the years, I met some wonderful customers and of course some not-so-pleasant ones. I had a reputable business that was known for quality and high-end customer service. Whatever your role in game development is, perhaps this blog may offer a deeper insight into the nature of responding to negative reviews.īefore becoming a full-time game developer and finding my passion for video games marketing and PR, I was a professional painter and decorator in the UK for over 10 years. Although no one answer is necessarily right or wrong here, in my years of customer relations, game development, marketing, and PR, I’ve come to believe that you can realize certain benefits if you respond the right way. I know some debate is swirling around whether you should reply to a negative review or not.
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