Summary
In this episode, the host shares his experience in dealing with unhappy B2B SaaS customers and the importance of managing negative feedback. He emphasizes the need to not panic and instead understand the situation at hand. The host offers insight into how to handle unhappy customers on a case-by-case basis and how to learn from the feedback received.
In this episode, the host shares his experience in dealing with unhappy B2B SaaS customers and the importance of managing negative feedback. He emphasizes the need to not panic and instead understand the situation at hand. The host offers insight into how to handle unhappy customers on a case-by-case basis and how to learn from the feedback received.
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Key Points
- Don’t panic when receiving negative feedback
- Understand the situation at hand
- Learn from the feedback to improve the product
- Handle unhappy customers on a case-by-case basis
- Consider offering refunds for goodwill
- Decide whether or not to allow the customer to sign up again
- Customer’s always right slogan is 100% wrong
Quotes
- “I’m big on, let’s see what we can’t learn from the users in terms of them reporting feedback to see if there’s anything we can do to improve the situation or our product.” (02:09 – 02:20)
- “The slogan or the phrase of the customer’s always right, that is 100% wrong.” (04:03 – 04:08)
- “But beyond that, the point to take away from this really is this stuff is normal.” (05:01 – 05:05)
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