How to Turn Negative Feedback Into a Win
- Kennedy McSherry
- Feb 28
- 4 min read
We’ve all been there: You get hit with negative feedback, whether it’s from a customer, a staff member, or even a supplier.
It stings, and it’s easy to feel defensive or frustrated. But here’s the thing: how you respond is what matters most.
Negative feedback doesn’t have to be a roadblock. If you shift your mindset, it can be a powerful tool for growth.
For restaurant managers, especially in the fast-paced world of small businesses, feedback—whether positive or negative—is a chance to refine your operations and improve your leadership.
Why Is This Important?
Handling negative feedback with the right approach doesn’t just solve immediate problems; it strengthens your restaurant in the long run.
You’ll not only improve customer satisfaction but also show your team that you’re committed to constant growth and creating a positive work environment.
“The best leaders turn challenges into opportunities. Negative feedback isn’t a setback—it’s your chance to step up.”
So, let’s break down how to turn that negative feedback into something that works in your favor.
1. Stay Calm and Collected
It’s easy to react to negative feedback with defensiveness or frustration, but that won’t help anyone.
Your first step should always be to stay calm. You’ve got this.
How to Do It:
Pause before responding. Give yourself a second to collect your thoughts and keep your emotions in check.
Let them speak fully before chiming in. Interrupting only escalates the situation.
Focus on the facts, not your feelings. Take a step back and think objectively.
Why It Works:
Staying calm shows your professionalism and maturity. When you handle feedback gracefully, you set the tone for productive conversations, rather than turning it into a confrontation.
2. Listen First, Respond Second
Negative feedback is a conversation starter. Use it as an opportunity to listen closely to what’s being said—and what’s not being said.
How to Do It:
Listen actively: Nod, make eye contact, and show you’re fully present.
Empathize: Acknowledge the feelings behind the feedback. Phrases like “I see why that would be frustrating” can go a long way.
Ask questions to clarify any misunderstandings. If you’re unsure, don’t be afraid to ask, “Can you walk me through what happened?”
Why It Works:
When employees, customers, or suppliers feel heard, they’re more likely to engage in a solution-oriented conversation.
Active listening helps you gather information while also building trust and rapport.
3. Shift Focus to Solutions
It’s tempting to stay focused on the problem, but that won’t help you grow. Shift the conversation toward what you can do to solve the issue at hand.
How to Do It:
Acknowledge the issue: Be upfront and say, “I see where we went wrong here.”
Offer a solution: Instead of dwelling on what happened, focus on how you can make things right.
Follow through: Once a solution is agreed upon, take quick action to implement it.
Why It Works:
When you keep the conversation focused on solutions, you demonstrate your leadership skills and commitment to improvement.
This helps you turn the negative into something that drives positive change for your restaurant.
4. Learn from the Feedback
Every piece of feedback, especially negative, holds a lesson. Take a step back and ask yourself: What can I learn from this situation?
How to Do It:
Look for patterns: Is there a recurring issue with the same team member or customer complaint?
Reflect on your role: Could you have done something differently to prevent the issue?
Implement change: Take the feedback seriously and make adjustments to prevent the same problem in the future.
Why It Works:
By learning from negative feedback, you show your team and customers that you’re always striving to do better.
It’s a sign of a leader who’s committed to continuous improvement and growth.
5. Share the Lesson with Your Team
If the feedback involves a process issue, let your team know. Negative feedback can be a chance for collective growth.
How to Do It:
Discuss with your team: When appropriate, gather your team to talk through the feedback. Make it a learning experience for everyone.
Create action plans: Establish clear steps to fix the issue and assign responsibility.
Celebrate improvements: Once the issue is resolved, highlight the progress as a team win.
Why It Works:
When you share the lesson with your team, you foster a culture of transparency and accountability.
It also shows that feedback isn’t just for managers—it’s a tool everyone can use to improve.
6. Follow Up and Show You’re Serious About Change
After you’ve acted on the feedback, it’s important to follow up with the person who provided it. It shows you’re not just listening but taking real steps to improve.
How to Do It:
Express gratitude: Thank them for their feedback and let them know how it’s been used to make improvements.
Show the changes: Walk them through the steps you’ve taken to address the issue.
Keep the communication open: Encourage future feedback and let them know their input is always welcome.
Why It Works:
Follow-up shows that you’re genuinely committed to improvement. It builds trust with your team and customers and reinforces the idea that their feedback has a real impact on your operations.
What’s Next?
Turning negative feedback into a win is about maintaining a growth mindset and focusing on solutions. It’s not always easy, but with practice, it becomes second nature.
This week, try to reframe a piece of negative feedback you’ve received and use it to improve a process or relationship within your team.
Remember, feedback is a gift, even when it’s wrapped in criticism.
How do you turn negative feedback into a win in your restaurant? Share your tips and experiences in the comments below!