How to to Respond to Negative Feedback on TpT
As teachers, we strive for the 100% perfect score. It's only natural.
But even our best resources occasionally get a sub 4.0 review. And many times (at least in my experience) the reviewer doesn't even give a reason. It's just "Great!" with a 3.5 review across the board.
TpT gives us the ability to respond to all feedback (And you should 100% of the time). But how do you respond to negative feedback in a positive way? Here are 4 tips.
1. Never get defensive.
Being defensive never works in life or in TpT reviewing. If you begin defending or arguing against a customer, you look like a bad listener. It brings your shop down. It brings TpT down. Don't do it. Ever.
2. To the person who gives you something tangible to fix.
If someone gives you a specific thing to fix like a grammatical error. Fix it immediately. If someone points out a flaw in your resource that is legitimate. Fix it.
Respond to that person kindly. They have done a great service for you. We all need proofreaders. Ideally, we get that before we post; but if not, a customer helping us is never a bad thing. Give a response that let's them (and everyone else know you fixed the problem).
I usually respond with something like this.
Thank you for the feedback! I have fixed this issue. I am always updating and reviewing my resources to improve them! Please feel free to email me at email@example.com with any other suggestions or feedback.
You might even consider sending this person something for free for proofreading for you.
3. To the person who is overly vague.
My most common sub-4.0 review on TpT is the 3.5 that just says "Great!" While this is quite annoying because it can move a new resource to 3.8 or 3.9, I still appreciate and respond kindly.
I usually respond the same as above.
Thank you for the feedback! I am always updating and reviewing my resources to improve them! Please feel free to email me at firstname.lastname@example.org with any other suggestions or feedback.
4. To the person who thinks your resource should cost less.
Some people want everything for free. They generally give you a review that says, "This product is great, but not worth $3." or something like that. This one, to me, is quite insulting.
However, I still will generally ask myself, "Is there any way I can add more value to this resource?" The answer is usually "no" because if I knew a way to make it better, I would have done it already.
So I respond like this:
Thank you for the feedback! I am sorry you feel this resource is not worth your $3. Please feel free to contact TpT for a refund. However, I would like to ask you for something if you do that. I am always updating and reviewing my resources to improve them! Please email me at email@example.com with a suggestion that would make this worth $3 for you.
They don't ask for a refund(we've issued like 5 refunds ever out of 10,000's of sales). But this communicates to anyone who may read this review that you take great pride in your resources and are always wanting to improve.
The key is to respond in a way that let's other potential buyers know that you are human and are always improving. Respond in a way that lets other buyers know you listen to and take all types of feedback seriously.