You cannot please everyone with your e-Course, no matter how hard you try. We all come with such different preferences, experiences and expectations that sooner or later someone will not like your e-Course or have strong opinions about how it could be done better. These situations are never easy but they’re an inevitable part of creating programs (similar to receiving refund requests). So I want to talk about how to deal with these situations without questioning the value or quality of your program.
You cannot please everyone!
What to do when the feedback isn’t so great…
This has happened to me once or twice and it can be upsetting as I pride myself on the quality of my e-Course and the service of my team (as I’m sure you do too!)
Because these situations are often emotional, I generally delegate the response to a team member.
When we receive negative feedback someone on my team will get in touch with the participant, thank them for their feedback and advise the action we are taking (if any) to remedy the issue.
Even if you don’t 100% agree with their feedback this type of response will show that you have listened and are doing your best to improve their experience.
Once you have communicated with them, it’s important to support yourself and review the situation. Here are some questions you can ask yourself:
Was the participant’s feedback valid?
Is there something you can change to improve the participant’s experience?
Is there a possibility that other participants are having the same issues or was this an isolated situation?
As the title of this blog post suggests… you cannot please everyone! But it is important to identify whether negative feedback is a valid concern (i.e. other participants are likely to have the same experience) or whether it’s an isolated situation.
What to do when you receive conflicting feedback…
I never cease to be amused when in my post-course survey someone will love something and someone else will be dissatisfied with the same thing. It reminds me of this great Dita Von Teese quote “You can be the ripest, juiciest peach in the world and there’s still going to be somebody who hates peaches”.
There won’t always be something you can do about the conflicting feedback but as your e-Course grows, you may want to consider giving your participants more options.
For example, my programs utilise both videos and workbooks to cater to the different learning styles as I recognised that some participants might prefer to listen to the content while other participants might prefer to read the content.
You don’t want to bombard participants with options but it is nice to give them some!
Of course, this happens with growth and isn’t always possible to do when you’re first starting out. This leads me to my next point…
What to do when you can’t make any changes…
The thing is: sometimes you will get feedback that you know is warranted but you can’t fix the problem immediately. For example: before rebranding e-Course Launch Formula I had feedback that the branding of the course materials was not congruent with my launch materials. The feedback was correct but I wasn’t able to fix it immediately as I had a longer term plan for the rebrand.Only you can decide what needs to change and what stays the same. Click To Tweet
Another example of this is the videos in my program. I’ve had feedback from participants that my videos aren’t exactly ‘Marie Forleo quality’ but I consciously chose not to go down that route for a number of different reasons. On the other hand, lots of my participants are perfectly happy with my videos!
In these instances, it’s up to you to back yourself and own it! There will always be improvements and changes that need to be made but you do need to weigh up whether it’s the right thing for you at the time.
And mostly, I don’t want you to make a whole lot of changes in the hope that you will be able to please everyone and won’t ever receive a piece of bad feedback ever again.
I also like to prioritise any changes or feedback I receive. I do this by considering the impact of the change, the cost of the change and the time involved.
You cannot please everyone so don’t try. As mentioned in the beginning, everyone comes with their own experience, background, expertise, triggers and negative experiences. Pick your battles, move forward with the changes that feel best for you and honour where you’re at. Aim to design your e-Course for your ideal clients – not for the outliers. We can’t be everything to everyone so give your energy to the people who will love your e-Course exactly where it’s at right now and serve them!