If you’ve been following me for a while, you may know that I’m a huge advocate of feedback. It’s so valuable to help create trust with your customers and build a successful business. If you follow me on Instagram, you’ll see that I include polls, questions, and other interactive posts in my story frequently. Why? Because I love hearing my followers' opinions, questions, and thoughts.

I often talk about how asking questions to your customers can help build your flower farming business. But what do you do when you receive negative feedback? Especially when you weren’t seeking it?

I recently received a question from a follower that said: “I got one small complaint and it really shook me. Now major imposter syndrome."

I get it! It can be super challenging to hear negative feedback. And imposter syndrome can hit hard. This is normal. But that doesn’t mean you have to dwell in those negative feelings. This article is all about how to take negative feedback and turn it into a positive.

A bouquet of cosmos, green mist, dahlias and poppies with a white chicken coop in the background.

Why All Feedback is Valuable

I stand by this statement: All feedback is valuable, even the negative. Negative feedback can give you insight into areas where you need to improve, help you understand your customers better, and ultimately, improve your business.

But not all negative feedback is created equal. Some negative feedback is constructive, meaning it’s meant to help you improve, while other types of negative feedback are simply meant to hurt or harass you. It's important to distinguish between these two types of negative feedback so that you can respond appropriately.

A bouquet of dahlias, snow on the mountain, eucalyptus and cosmos.

Don’t Let the Trolls Get You Down

Most of this blog is focused on how to handle and overcome constructive feedback. However, I want to make sure I address feedback from people who are out to troll you. These people aren’t helping us, they’re hurting us. And trust me, we’re better off without them.

For example, imagine you posted a photo on your Instagram story of an arrangement you have for sale. Someone responds with this message: “I can’t believe anybody would pay $25 for that.”

While this comment would certainly sting, it’s not useful. It’s just mean. People who go out of their way to be this nasty were never going to buy from you anyway, and they simply aren’t worth your energy. In these instances, it’s best to take the high road. Either don’t respond at all, or leave one simple, positive reply like: “Thanks for your feedback. There are some other flower farmers in our area who might offer bouquets you may enjoy more.” It’s not meant to be passive aggressive, it’s just meant to acknowledge the comment without putting too much of your time or energy into it.

Five bouquets of sweet peas in a glass mason jars.

How to Respond to Negative Feedback Effectively

Now that we know how to move past the trolls, we can focus on constructive criticism. As I mentioned, this type of negative feedback is so, so valuable. While positive feedback is wonderful and validating, negative feedback can help us learn important lessons and become better business owners.

This type of feedback can happen in all kinds of instances. Maybe your blooms didn’t last as long as a customer expected. Or maybe you missed someone’s bouquet subscription. In any case, when this happens, how you choose to respond is reflective of you and your business.

I’m going to be real with you—it sucks when this happens. It doesn’t feel good and it’s easy to let those emotions get the best of you. But this is the best time to flip the narrative and ask yourself: How do I respond and what will I do better next time?

A bouquet of ageratum, zinnias, queen anne's lace and more.

Here are five key strategies to follow when you receive negative feedback:

Actively listen: Really listen to what the person with feedback is saying. Where are their concerns coming from? How are they feeling? Remember to seek first to understand, then to be understood. This puts you in the best position to respond.
Avoid defensive language: While it’s easy to want to step in and defend yourself, that’s usually not the best route to take. Think of a time when you were unhappy with a product or service. Now imagine how it would have felt if the person who sold to you acted defensively and tried to rationalize their mistake. You probably wouldn’t take that very well. The same applies when the roles are reversed. So what do you do instead? You should…
Acknowledge the issue and show empathy: Recognize the concern your customer has shared with you and express your understanding. Ultimately, they gave you money in exchange for a product or service, so if they’re unhappy, their feelings are valid.
Offer a solution: After you’ve acknowledged the feedback, decide what you’re going to do to make things right. Maybe you’ll offer the customer a free bouquet or a discount on a future purchase.
Follow up: After you’ve settled any concerns with a customer, follow up on any discounts or freebies you may have offered. Ask if they’re happy with how things shook out. This will help you understand if you handled things the right way. Remember, sometimes people are just going to be unhappy no matter what. However, more often than not, if you try to right any wrongs, most people will be appreciative of your customer service.

Imposter Syndrome: What It Is and How to Avoid It

Imposter syndrome is a common feeling of self-doubt, even when we're good at what we do. It can strike at any time and it can lead us to doubt our abilities, accomplishments, and even our identity. When receiving negative feedback, imposter syndrome can be especially challenging because it can reinforce those feelings of inadequacy and trigger self-doubt.

However, it's important to remember that everyone experiences imposter syndrome at some point in their lives. The good news is that there are strategies you can use to overcome it.

Strategies for Avoiding Imposter Syndrome

Acknowledge your accomplishments: Make a list of your achievements, big or small, and remind yourself of what you've accomplished so far. Celebrate your successes, and recognize that you've earned them. Remember, YOU started a business and YOU’ve made it successful.
Acknowledge your strengths and weaknesses: Nobody is perfect. Celebrate and lean into your strengths and take extra time to work on your weaknesses.
Focus on learning: When receiving negative feedback, it can be easy to take it personally. Instead, focus on learning from the feedback and using it as an opportunity for growth and improvement.
Practice self-compassion: Be kind to yourself. Every single person makes mistakes. And what we learn from them is what helps us become even more successful.

An armload of cut flowers including phlox, zinnias and statice.

How to Prevent Negative Feedback

While negative feedback is inevitable in any business, there are certainly things you can do to help avoid it. And who doesn’t want that?!

Here are some tips on how to prevent negative feedback:

Set clear expectations: Be clear with your customers about what they can expect from your flower farm. Make sure your website, social media pages, and other marketing materials accurately represent how your selling process works. The clearer you are, the less room there will be for misunderstandings.
Communicate effectively: Be sure to respond to customer inquiries and complaints promptly and professionally.
Provide excellent customer service: Providing excellent customer service can go a long way in preventing negative feedback. Make sure you're addressing customer concerns and questions in a timely and effective manner.
Regularly assess your business: Regularly assessing your flower business can help you identify potential issues before they become problems. Consider sending out customer surveys or asking for feedback to ensure you're meeting your customers' needs and expectations. I do this all the time and it’s so valuable for my own business.

Sunflowers grown in a raised bed blooming.

To wrap things up, I understand negative feedback can be difficult to receive, but it truly is so valuable for the growth and success of your flower farm (or any business, really). While it's important to listen and acknowledge feedback, avoiding defensive language and showing empathy are also key. Remember that negative feedback is an opportunity to improve and become a better business owner. Don't let imposter syndrome hold you back from embracing the feedback and using it to your advantage.

It might take some practice, but by following these steps to understand, handle, and avoid negative feedback, you’re taking steps to be the best floral business owner you can be!

Overcoming Imposter Syndrome: How to Handle Negative Feedback in Your Flower Farm Business