On angry customers

Posted on 24 Mar 2023 18:04 in Startups
by Siddharth Deshmukh

Angry customers are a valuable gift for businesses. Embrace conflict, filter out emotions, and extract valuable feedback to improve your offerings and win.

Let me tell you something - angry customers are a gift. I know, it might not sound like it at first, but trust me, they are. You see, most customers won't tell you why they stopped buying from you, even if you ask them directly. They'll just give you some polite excuse and move on. But when a customer is truly upset, that's when you get a chance to see the naked truth of why your product or service didn't work for them.


I understand that it can be hard to listen to someone vent their frustration about something you've poured your heart and soul into. We all have a natural instinct to defend our creations and companies. But here's the thing - every loud, angry customer represents at least a dozen silent ones who had the same issues and just walked away without saying a word.


So, when an angry customer comes along, don't dismiss their feedback entirely. Instead, filter out the emotion and focus on the crucial information that can help you improve your offering. It's not easy, but it's essential. And it's how you win - by building better rather than defending worse.


I know it can be tempting to try to calm the customer down by telling them that everything is okay, that they're overreacting, or that everyone else is fine with it. But that won't get you anywhere. Instead, embrace the conflict and extract the maximum amount of information from the customer's feedback. It's a rare gift that can help you make your product or service even better.


So, don't be afraid of angry customers. They're not your enemy. They're your teachers. And if you can learn from them, you'll be well on your way to building something truly great.



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