Pay More Attention To Positive Feedback

I just had an interesting experience as I scrolled through the evaluations that have been assigned to my articles at an ezine site.I blurred my way through the fives and fours, which are the most positive, and slowed down and paid more attention to the ones through threes, the more negative ones.Why am I more interested in the sour than the sweet?.And am I unique in this tendency, or do most of us respond in pretty much the same way?.I've found that I give inordinate importance to negative speech and seminar evaluations, as well, despite the fact that they are negligible in number.

Negative ratings are especially mysterious if there are no comments attached, as is the case with 99% of the ezine critiques. So, if I received a 1 out of 5, did the person get it backwards, thinking 1 is the best and 5 is the worst?.There's no way of knowing for sure, without receiving comments, as well.So, the actual feedback value of this sting is nonexistent, yet it's still to some extent, bothersome.But let's put this into perspective. As of this writing, approximately 45,000 folks have read my articles.

A mere seventeen have rated them, and of these, only one has commented, positively at that.About three or four are negative ratings, and the rest are positive. So, four out of 45,000 have seemingly expressed displeasure.

That's statistically insignificant.Now I need to convince myself that it's emotionally insignificant, as well.


Dr. Gary S. Goodman, President of www.Customersatisfaction.

com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone®, You Can Sell Anything By Telephone! and Monitoring, Measuring & Managing Customer Service, and the audio program, "The Law of Large Numbers: How To Make Success Inevitable," published by Nightingale-Conant. He is a frequent guest on radio and television, worldwide. A Ph.D. from USC's Annenberg School, a Loyola lawyer, and an MBA from the Peter F.

Drucker School at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations, and other organizations in the United States and abroad. He holds the rank of Shodan, 1st Degree Black Belt in Kenpo Karate. He is headquartered in Glendale, California, and he can be reached at (818) 243-7338 or at:

By: Dr. Gary S. Goodman


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