So why is taking feedback, even harsh criticism of your product or service, so critical?
We’ve spent the past five posts looking at how NOT to handle feedback from users, whether they are paying for your service or not.
But, especially towards the beginning of your venture, just what benefit does feedback give you?
Here are some thoughts:
• It’s a simple way to test your product. In “The Art of Bootstrapping” Guy Kawasaki explains that, in addition to the importance of finding customers, getting your product out into the market tells you what works and what doesn’t.
When your product or service is “good enough,” get it out because cash flows when you start shipping…By shipping, you'll also learn what your customers truly want you to fix.
• It’s a great way to add service people will pay for. In an interview with Inc.com, bootstrapper Greg Gianforte explains:
"This is an iterative process…[The customer] says, 'Uh, that does what your data sheet said, but we really expected this.' Well, that's good input. You could say, 'Well, you signed up for that data sheet. You have to take that.' Wrong answer. You go and put those features in."
• It’s an opportunity to explain more about your product or service and how it works. Turn feedback into not only a chance to identify where or how your product or service is lacking and what extra features are needed, but also a platform from which to educate customers and explain more about what you do and why.
• It’s a chance to spread good will. Entrepreneurs, particularly bootstrappers, who are able to give their customers a great experience and they will have an added incentive to talk about what you’ve done for them. Unfortunately, as we know, there is another side to all this…
• Word of mouth works both ways. Consider the title of Pete Blackshaw’s book “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000”. I spotted this title at Barnes & Noble last night and thought immediately about my experience with Flickr. (As you can see at the top of this post, I finally figured out the problem with photo posting from Flickr all by myself. I NEVER heard back from the company.)
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