Of course the answer is that it should be a help, though if it is delivered in a rude way we may struggle to see the helpfulness in the complaining.
I recently received two emails from customers, both letting me know about aspects of my products they found negative. One was delivered in a “you might want to know this happened” way that confirmed an aspect of my packaging I had worried about and prompted me to change it.
The other email was requesting a refund and so I was less disposed towards it from the start (will anyone admit to like giving back money?), however, it too gave me valuable feedback that I’ve acted upon to update my products. The interesting thing to me was that though neither email was rude the request for a refund but me on the back foot, I felt defensive and protective of my products, my work, my ideas, yet I was able to see that the customer was making fair comment and if I didn’t act on it then I could be putting further sales at risk.
So a lesson, or three, learned and I’m updating and hopefully, thanks to my helpful customers, improving my products.
Are you always happy to hear customer feedback?
Or are you a customer that likes to give feedback, what do you think?
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