When someone takes the time to criticize an organization it’s to be expected that they have been disappointed by something. But what’s also true is that they took the time to criticize.

Nobody expects others to like the critique they have delivered.

What the person criticizing hopes for is a change for the better.

What they assume is that their intent is accessible to others.

It’s an assumption that makes them forget that others might not find it easy to listen.

It leaves them alone with what could be a simple 3 step process.

The first step is to become aware of one’s reaction to the critique. Most remain stuck there.

The second step is to listen. It’s a challenging step as what is being said may not seem to be nice.

The third step is to act upon it. This step starts with deciding if and how that critique is considered useful.

A useful critique doesn’t mean that it will lead to one’s hopes being fulfilled.

At times, the critique may show that the customer’s perception of the situation doesn’t match the organization’s objectives.

Sometimes, when it is heard, it can be almost too late and yet early enough for change to be considered and worked on. When this happens, the critique initiates a turnaround and a lot of work.

Everything in between may contribute to growth.

How it is shared and possibly explored together contributes to the relationship.