Comments on: Timbits from Mark http://saunderslog.com/2006/12/11/timbits-from-mark/ A daily round table on the tech industry with experts and callers from all over the globe. Join us as we pick apart the news and get to the meat of what\'s happening out there. Fri, 09 Jan 2009 01:10:13 +0000 http://wordpress.org/?v=2.6 By: Sean O'Mahony http://saunderslog.com/2006/12/11/timbits-from-mark/#comment-79112 Sean O'Mahony Sat, 16 Dec 2006 02:37:51 +0000 http://saunderslog.com/2006/12/11/timbits-from-mark/#comment-79112 Just catching up on a long list of reading and this one resonated with me. It seems to me that it's actually a great thing to have people complaining. Most people are quite passive by nature. Getting online or going through a 1-800 menu can be a real pain in the arse. So if someone has gone to all that trouble it means that they actually care about the product you a delivering to them. Personally I only complain when something is really important to me. If you're a savvy company you love this because it means a "real" person is going to give you passionate feedback about your product. So rejoice and dream of providing a product that people will someday complain about. If you can turn these people around they'll bring you 50 new customers each. It really doesn't get better than a whinger ;-) Just catching up on a long list of reading and this one resonated with me. It seems to me that it’s actually a great thing to have people complaining. Most people are quite passive by nature. Getting online or going through a 1-800 menu can be a real pain in the arse. So if someone has gone to all that trouble it means that they actually care about the product you a delivering to them.

Personally I only complain when something is really important to me.

If you’re a savvy company you love this because it means a “real” person is going to give you passionate feedback about your product. So rejoice and dream of providing a product that people will someday complain about. If you can turn these people around they’ll bring you 50 new customers each. It really doesn’t get better than a whinger ;-)

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