When criticism hits publicly, the fastest response often backfires; the piece shows how to defuse anger, own the issue, and turn negative feedback into credibility gains.
Negative feedback in public feels like a thermostat that pushes you away from the setpoint of credibility. If you appear overrated, critics will overcorrect and try to bring you down; if you seem underrated, they'll lift you up. Reacting defensively only amplifies the over-correction, as the author illustrates with a CodeRabbit founder who doubled down on a harsh reply and ended up hurting his brand.
The key is to separate the factual content of the criticism from the complainant's frustration. Before you start fact-checking, acknowledge the emotional side and align on shared principles such as quality and the value of feedback. Over-index on accountability: take more ownership than strictly required, which removes the need for the critic to keep attacking and creates space for a calmer exchange.
When you need to clarify facts, do it by explaining rather than defending. Use a tone that is earnest and transparent, not caustic. If an apology is warranted, keep it brief: restate the problem, describe the fix, note steps to prevent recurrence, then move on. This approach often flips the balance, making the critic feel heard and less likely to over-correct.
Leaders who adopt this mindset turn negative signals into trust builders. By listening first, thanking the critic for caring, and demonstrating humility, you signal that indifference-not negativity-is the real enemy. The result is a de-escalated conversation, preserved reputation, and a more resilient product culture.
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