Listen, Learn, Lead: The Art of Entrepreneurial Feedback

“Pivot” was (very appropriately) the word of the year in 2020 and it’s a word that has stuck with me in my entrepreneurial journey ever since.

Entrepreneurs are no stranger to pivoting. It’s often necessary to foster the growth and success of our business. So, how do you know when a pivot is needed in your business? And how do you navigate that pivot as smoothly as possible? Three words:

Listen. Learn. Lead.

1. Feedback is Everything

As entrepreneurs, encouraging feedback—and not taking it personally—is crucial. Everything we do in business is to meet a need or solve a problem for our target market, and the only way we can ensure we hit the mark is by listening to what our customers and clients tell us, directly or indirectly.

That’s why you’re asked to take a survey after a customer service phone call or write a review when you make an online purchase. Feedback gives us, as business owners, the insight we need to adapt.

Feedback can be quantitative or qualitative, and it’s important to take both forms into consideration. While numbers like revenue or retention give us critical information, qualitative feedback such as testimonials or customer service inquiries can be just as valuable.

It is also critical to prepare yourself to receive feedback. And listen, I get it. It’s not easy. There have been many times that I have taken feedback personally especially because as entrepreneurs, we’re often deeply passionate about our work. But allowing emotions to take over can lead to unnecessary hurt—or worse, resistance to change. Remember that you’re doing the best you can, and it’s okay that you won’t get it right every time. Embrace feedback as a valuable opportunity to take your business to the next level so you can maximize impact.

2. Create Accessible Feedback Channels

To use feedback effectively, you need to receive it consistently and in ways that encourage honesty. Oftentimes, people won’t give feedback unless they’re asked, so it’s important to be proactive.

One of the most effective tools I’ve implemented is anonymous submission forms. These give people the freedom to provide constructive criticism without the fear of being overly critical, especially to a small business owner whom they know personally. Customers might not feel comfortable sharing feedback directly, so offering de-personalized options can yield more honest and actionable insights.

This approach applies to any industry. For instance, if you’re a photographer looking to increase repeat bookings, consider sending out an anonymous feedback form. Ask about their experience with the booking process, the photo shoot, or the post-production stage. This can help identify barriers to rebooking and allow you to make adjustments that foster loyalty. It can also tell you what you’re doing right, and give you the confidence to continue in a specific direction.

3. Listen, Learn, & Lead

After receiving feedback, take the time to analyze it and reflect on how it might impact future decisions for your business. Recognize that you might not always have the tools or resources to address every issue right away—and that’s okay. Instead, focus on areas where you can make meaningful improvements and achieve quick wins.

Take the Chronic Boss Collective community, for example. By having members of our team conduct interviews with our members, we created a space for open dialogue, sharing their experiences and asking questions. These conversations uncovered recurring themes, which we categorized into improvements we could make immediately, changes requiring more time or external resources, and longer-term goals. We also prioritized certain improvements that will help retain members, whereas waiting for membership numbers to drop would mean acting too late. Here are some of the biggest changes we made for the new year based on member feedback:

• Feedback: Members expressed feeling overwhelmed by all the different ways to get involved, preventing them from jumping in.
• Solution: We streamlined the onboarding process and benefits offered to members, focusing on the programming that had the highest impact.
• Feedback: Members wanted more opportunities to engage within smaller group settings to build deeper connections and networks.
• Solution: We launched monthly cohorts comprised of 10-15 members and run by Cohort Leads to foster more networking opportunities and deeper connections.

Taking feedback isn’t just about listening—it’s about acting. By learning to embrace feedback as entrepreneurs, we open ourselves up to opportunities for growth and stronger relationships with our clients. Whether it’s through numbers, conversations, or anonymous surveys, the key is to continuously learn and pivot as needed.

What’s one piece of feedback that changed the course of your business? Share your thoughts in the comments—I’d love to hear your story!