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Dan Caulfield, 32, runs what many would deem a successfulventure: $4 million in 1998 sales with 60 employees. So when thefounder of Hire Quality Inc., a Chicago firm that matches currentand former military personnel with prospective private-sectoremployers, announced he was going to dramatically change hisbusiness model, he expected to catch some flak. But one criticismbothered Caulfield the most: "You're notfocused!"
"A year ago when people would say I was unfocused [about mybusiness model], I took it very personally," Caulfield says."I'd think to myself, `You're not as smart as I am.You obviously don't understand what I'msaying.' "
Approximately a year later, someone Caulfield deeply respectsand trusts confronted him with the same criticism. This time, theentrepreneur listened. "I came back from that meeting and wentdirectly to my business plan and worked on it for several hours,trying to simplify and clarify it. That was one of those moments inlife where I finally said, `They're right. I have to go backand fix something.' "
No matter how successful you are, you'll eventually facecriticism, whether from customers, other entrepreneurs, family andfriends, or even employees. How do you effectively handle criticismand keep yourself and your company moving forward? Here are fivetips:
1. Listen openly. "When people say something to methat I don't like to hear," Caulfield says, "Iimmediately stop, take a deep breath and try to find out why theysaid it. [The criticism] might not be true, but what's moreimportant is that the person perceived it as true. Therefore, Ineed to find out how I can change the person's perception oraddress the facts [if it is] true."
2. Don't take it personally. It's easy to want tovindicate yourself when you feel unjustly criticized by, say, acustomer. But no matter how off-base a customer's complaintmight be, resist the temptation to lash back. Otherwise, you risklosing that client--and the potential referrals he or she brings tothe relationship. Who knows? The person could be going through atough divorce or dealing with a loved one's terminal illness.Cut people some slack.
3. Get a second opinion. Not everyone has your bestinterests in mind. Some people, for example, will deride you out ofenvy. When you sense this is the case, don't get defensive. Ifyou have to, force a smile and say "Thank you for yourfeedback. I'll take some time to evaluate what you said and seeif I should make any changes based on your suggestions." Thiswill help you maintain your composure. Then consult someone youtrust to see what part, if any, of the criticism is valid.
4. Ask yourself "What can I learn from thiscriticism?" For example, suppose a customer complains thatthe late-payment policy outlined in your contract is grosslyunreasonable. If you take the posture of wanting to learn from thiscriticism, you may discover that other customers are turned off bythe policy as well, revealing a problem that, if ignored, couldhurt your sales in the long run.
5. Get used to the heat. If your goal is to avoid orsuppress criticism, you'll consistently feel discouraged,angry, frustrated and ready to give up your entrepreneurial dream.Instead, make peace with the fact that as long as you're theBig Kahuna, you're going to be a prime target for criticism.When people point out that you're not perfect, take solace inthe knowledge that you're in good company.
Fire Drill!
When you find yourself under fire, for whatever reason, here arethree quick tips for taking the heat without getting burned:
1. Stop! Take a deep breath and count for as long asit takes to calm yourself down. Realize that a calm response willhelp you defuse the situation more quickly than a vigorousdefense.
2. Drop! Put down your defenses. Listen openly andask questions to understand the possible root causes of thecriticism. You may learn valuable lessons that benefit you and yourbusiness--if you look for them.
3. Roll! When you roll with the punches, you'reless likely to get hurt by them. Remember, all entrepreneurs haveshortcomings. Mature business owners admit this and take criticismin stride, often laughing at themselves in the process.
Contact Sources
Hire Quality Inc., (800) 414-4733, http://www.hire-quality.com
Sean M. Lyden (seanlyden@mindspring.com) isthe principal and senior writer of The Professional Writing FirmInc., a Kennesaw, Georgia, company that specializes in ghostwritingarticles. Lyden writes frequently on motivation, management andmarketing issues.
What psychological obstacles to success are you trying toovercome? Tell us at bsumag@entrepreneurmag.com
