How do you handle feedback or criticism on your merchandising strategies from stakeholders or customers?

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Feedback or criticism on your merchandising strategies can be a valuable source of learning and improvement, but it can also be challenging to handle, especially if it is negative, unsolicited, or unclear. How do you deal with different types of feedback from stakeholders or customers, and use them to enhance your merchandising performance and skills? Here are some tips and best practices to help you.

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Prakhar Dubey

20+ yrs in Jewelry || OEM/ODM assistance to designers & brands across the globe.
Tomek Dabrowski

Product Merchandising @ Nike ? I build product journey strategies that make impact through people and process know-how…

1 Understand the purpose of feedback

Feedback is not meant to be a personal attack or a judgment on your worth as a merchandiser. It is a way of communicating how your merchandising strategies are perceived, received, and evaluated by others, and how they can be improved to meet the goals and expectations of your business and your target audience. Feedback can help you identify your strengths and weaknesses, learn from your mistakes, and discover new opportunities and ideas. Therefore, you should approach feedback with an open and curious mind, and not with defensiveness or resentment.

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Prakhar Dubey

20+ yrs in Jewelry || OEM/ODM assistance to designers & brands across the globe.
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When it comes to feedback on our merchandising strategies, we take a pretty chill approach - no getting defensive or anything. We just listen up and really try to get what our vendors or clients are saying. If it's constructive, we'll brainstorm ways to tweak things and make 'em better. Sometimes it's just a matter of explaining our thought process better. Other times, we might need to pivot a bit. The key is keeping those communication lines wide open. We're not perfect, so we're always down to learn and improve. At the end of the day, it's all about making our partnerships stronger, you know?

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Md. Tanzidul Haque

Aspire Alumni | 6σBB | Sustainable Fashion Enthusiast
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I'd like to point out that handling feedback or criticism on merchandising strategies requires a constructive and proactive approach. Begin by listening actively to understand the concerns raised by stakeholders or customers. Acknowledge their feedback and express appreciation for their input, as it shows you value their perspective. Analyze the feedback objectively to identify any valid points that could lead to improvements in your strategy. Communicate transparently about the actions you plan to take or the rationale behind maintaining your current approach. Finally, the necessary changes must be implemented, and the results must be monitored, keeping stakeholders informed of progress to maintain trust and demonstrate responsiveness.

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2 Listen actively and respectfully

When you receive feedback, whether it is from your manager, your colleague, your client, or your customer, you should listen attentively and respectfully, without interrupting, arguing, or dismissing. You should show that you value and appreciate the feedback, and that you are willing to consider it seriously. You should also ask clarifying questions if you are unsure or confused about any aspect of the feedback, and summarize the main points to confirm your understanding. Listening actively and respectfully can help you build trust and rapport with the feedback giver, and avoid misunderstandings and conflicts.

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3 Evaluate the feedback objectively

Not all feedback is equally useful or relevant for your merchandising strategies. Some feedback may be based on facts and data, while some may be based on opinions and preferences. Some feedback may be specific and actionable, while some may be vague and general. Some feedback may be constructive and supportive, while some may be destructive and demoralizing. Therefore, you should evaluate the feedback objectively, and not take it at face value. You should consider the source, the context, the intention, and the evidence of the feedback, and determine whether it is valid, reliable, and helpful for your merchandising goals and standards.

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Tomek Dabrowski

Product Merchandising @ Nike ? I build product journey strategies that make impact through people and process know-how ? I mentor professionals and facilitate networking opportunities @ The Global Merch Forum
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Feedback that is based on opinions and preferences is not bad in itself, as it is not always possible to get objective and quantitative data. Qualitative feedback can help you in capturing some nuances and soundbites to give life to the numbers and facts. Here are two things I keep in mind when it comes to qualitative feedback: 1. Who is the source? Is it a trusted, credible party? How relevant has their feedback been in the past? Is it coming from your target customer, or from a low-priority partner? 2. What is the trend? Have you heard the feedback before? Can you aggregate this opinion with others similar to it? How could it fit in with other insights?

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4 Respond appropriately and professionally

After you have listened and evaluated the feedback, you should respond appropriately and professionally, depending on the situation and the relationship with the feedback giver. You should always thank the feedback giver for their time and input, and acknowledge their perspective and experience. You should also express your agreement or disagreement with the feedback, and explain your reasoning and evidence. If you agree with the feedback, you should state how you will implement it or what actions you will take to improve your merchandising strategies. If you disagree with the feedback, you should state your alternative view or solution, and suggest a compromise or a way forward. You should also invite further discussion or feedback, and follow up on the outcomes and results.

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5 Learn and grow from feedback

Feedback is not a one-time event, but a continuous process of learning and growing as a merchandiser. You should not let feedback define you or limit you, but use it as a catalyst for change and improvement. You should reflect on the feedback, and identify the key lessons and insights that you can apply to your current and future merchandising strategies. You should also monitor and measure the impact of the feedback on your merchandising performance and skills, and seek more feedback to track your progress and development. Learning and growing from feedback can help you enhance your merchandising competencies and confidence, and achieve your merchandising potential and success.

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Susan Coelius Keplinger

CEO at Force of Nature | Performance Marketing at Scale
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Use feedback as a tool for continuous improvement. Analyze recurring themes to refine your strategies and make them more customer- or stakeholder-centric. Growth comes from adapting based on lessons learned.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you handle feedback or criticism on your merchandising strategies from stakeholders or customers?

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1 Understand the purpose of feedback

2 Listen actively and respectfully

3 Evaluate the feedback objectively

4 Respond appropriately and professionally

5 Learn and grow from feedback

6 Here’s what else to consider

Merchandising Strategies

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