Comments on: Timbits from Mark http://www.saunderslog.com/2006/12/11/timbits-from-mark/?utm_source=rss&utm_medium=rss&utm_campaign=timbits-from-mark An outcome-driven leader, proven technology product developer, and marketer with over 20 years of hands-on experience including start-up, small and large business environments, and the board room. This is my blog. Thu, 26 Jan 2012 17:15:58 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Sean O'Mahony http://www.saunderslog.com/2006/12/11/timbits-from-mark/#comment-4106 Sean O'Mahony Sat, 16 Dec 2006 02:37:51 +0000 http://saunderslog.com/2006/12/11/timbits-from-mark/#comment-4106 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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