In my experience, haters are some of the most passionate users, if you can do even the smallest thing to demonstrate a desire to improve, they'll often be huge advocates over the medium term.
I was working at a startup and we got some frustrating and hostile feedback from a user, I responded by acknowledging the issue and sending them a beta build that attempted to fix their issue. (it did not, but...)
Just reaching out and trying to engage made an enormous difference. They ended up contributing significantly to isolating and fixing that specific bug and others in the future, and referring us a few customers to boot, if I remember correctly.
People hate because they care. There's some exceptions (like bandwagon hating), but the people who hate on something the most tend to be people who want to like the product.
Agreed, I’ve experienced that myself. But I’ve also experienced the opposite: the user who always complains, doesn’t think things through, refuses to consider how their ideas would impact other users, doesn’t follow instructions…
In some cases, had I had the power to do so, there are a few users who I’d gladly have “fired”: offer a full refund in exchange for no more support.
Haters can be like bombs. You want to defuse them. Don't shake 'em. Don't drop 'em. Just render them safe. It's possible there's some gold in the ore; there might be, and if there is, accept it gratefully; but it's often hard to tell the constructive true-believer from the vindictive maniac. Your #1 job is to make it all inert, and to be able to walk away without an explosion destroying the business, social-media explosion or otherwise.
Even the CEO's "apology" is pretty bad. He still finds a way to take shots at the original poster saying his original message was inflammatory (could also be read as how I'm justified in my response), that "he started it" and that the team was "spoken down to or treated dismissively" which they weren't. All the original feedback was about the project and was not directed at specific individuals.
It's very hard to accept criticism; very hard. But OP's view is the mature, thoughtful way to go about it. Some people are going to be mad-as-hell, and they just will be. The analysis and advice is good. The initial response from the founder wasn't great and because we all like rooting for the underdog, there was a pile-on. Bad on us.
But, just to see how accepting criticism works, it wasn't Dostoevsky who had that quote about happy families, it was Tolstoy. :-)
I work in a big company where everyone knows how to "accept criticism". What they don't know is how to fix the problems. The company here had a tweetfest, then a blogfest, then an apology fest. Did they even consider sitting down with a glass and looking at the product?
Colors and color names are culture dependent, and you are not guaranteed that people in different cultures agree on what color something is.
The most famous of these discrepancies is Japan and green vs blue, or why does Jenkins by default use red, yellow and blue instead of red, yellow and green.
So I would urge using something other than colors as an example of shared human experience.
You should steel-man the argument. GP is talking about qualia, obviously for the sake of the argument you assume the comparison is between two people with similar eyes.
> The colors of traffic lights can be difficult for red–green color-blind people. This difficulty includes distinguishing red/amber lights from sodium street lamps, distinguishing green lights (closer to cyan) from white lights, and distinguishing red from amber lights, especially when there are no positional clues (see image).
> All but one admitted to difficulties with traffic signals, one admitted to a previously undeclared accident due to his colour blindness, and all but one offered suggestions for improving signal recognition. Nearly all reported confusion with street and signal lights, and confusion between the red and amber signals was common.
The wild success of traffic lights comes from having 3 colors at fixed positions. You put those 3 colors in a single color changing light and I would assume the accident rate would measurably increase.
I often read reviews of places and things I'm even tangentially interested in. As a user, there's little more unprofessional to me than a company replying to negative reviews with anything but an apology, or offer to help or do better.
So many places, especially local ones, take every sub five star review as an insult and invitation to argue. I'm actually shocked by the percentage of places that do this. It drives away my business, and I can't be the only one.
Even not replying at all is a better strategy, IMO.
The fake apology at the end makes this quite funny.
"I was just protecting the team". "I learned many lessons". Etc.
Good at marking this as a company to avoid.
In fact, acknowledgement of any kind is failure - report the truth as anything counter to the feedback, and tell everyone how much support your counter argument has by quoting numbers no one can verify (important)
They say sixty-five percent of all statistics /
Are made up right there on the spot /
Eighty-two-point-four percent of people believe 'em /
Whether they're accurate statistics or not
We have more users than everyone you just mentioned (combined).
That's my favorite part. When an organization dominates a market, it's possible that they're so much better than the competition that the market has full-force chosen them, but that's almost never the case. Usually, it's because they've managed to avoid an open market all-together, (e.g. through exploiting intelectual property protection, byzantine compliance requirements, exclusive contracts made without concern for end users, etc…) and there's no need to make the product good, making it far worse than all of the competition (combined).
Complaints are amazing! I've said for years that you know you're succeeding when people start complaining. Complaints are a sign that users see something potentially valuable, and are frustrated that they can't get there. Even if you can't prioritize the fixes that would be required, you should still embrace them.
The underrated trick here is separating “signal” from “status game.” Even hostile reviews often contain one actionable invariant (“this workflow is brittle”, “pricing feels dishonest”), and the rest is just the reviewer performing for an audience. If you respond only to the invariant (and maybe ask one concrete follow-up), you de-escalate without rewarding the theatrics — and you also create a public artifact future users can trust.
Yeah. Even with good faith feedback, separating the signal from... whatever else is going on in the feedback-giver's mind can be a bit emotionally fraught. But you've gotta do it.
Meh, CEOs response was bad, but I hate people with a burning passion when they express feelings like that about a product. Just stop using it and walk away and stop making it harder for other people to live. If you want to offer feedback then lead with that.
We tried it CodeRabbit. They enable beta features without asking, so one day your GitHub issues get AI responses without anyone ever asking it to respond to it. I think the criticism was warranted. I think it is OK to let people be passionate about the tools they have to use. Ultimately, we decided to disable CodeRabbit. But there were definitely some people on our team that felt like they were forced into using it.
Not every consumer of a service like CodeRabbit will be in a position to make decisions about the tools their org adopts, or even be involved in the relationship with the vendor. Are they not entitled to express exasperation in a public forum?
The guy offered some pretty valuable feedback to help improve the product. Business idiots with ego problems can bury their head in the sand at their own peril.
Interesting thought! In moments like these, capturing the innovation can be ignited by asking whether the comment was frustration or feedback, or said slightly differently “was that trying to be helpful or hurtful?”. Tends to get the other party to rethink their words and produce a more productive dialogue. It’s a tool we can all use both at and outside of work :)
I often use it as a self-reflection for myself ; i'm working solo so my exploration is really different - (thankfully I work on tools I use myself). Anger / Frustration can definitely be measured from text only - I don't necessarily need to "drive" a discussion to try to get an explicit confirmation of what is going wrong - that signal is a strong enough information to indicate for something important (or that the user is just mad). Being able to switch from mad -> chill is definitely the point where we can digest why something is happening - and depending on the context it can definitely underline important focus points to improve.
I find the things I hate the most are the things that I want to like. What I hate specifically is the disappointment of seeing ‘bad’ when I expect ‘better’
I was working at a startup and we got some frustrating and hostile feedback from a user, I responded by acknowledging the issue and sending them a beta build that attempted to fix their issue. (it did not, but...)
Just reaching out and trying to engage made an enormous difference. They ended up contributing significantly to isolating and fixing that specific bug and others in the future, and referring us a few customers to boot, if I remember correctly.
In some cases, had I had the power to do so, there are a few users who I’d gladly have “fired”: offer a full refund in exchange for no more support.
But, just to see how accepting criticism works, it wasn't Dostoevsky who had that quote about happy families, it was Tolstoy. :-)
No. It does not. It does not understand anything. Stop anthropomorphizing bots!
They hate that.
The most famous of these discrepancies is Japan and green vs blue, or why does Jenkins by default use red, yellow and blue instead of red, yellow and green.
So I would urge using something other than colors as an example of shared human experience.
Wikipedia: https://en.wikipedia.org/wiki/Color_blindness
> The colors of traffic lights can be difficult for red–green color-blind people. This difficulty includes distinguishing red/amber lights from sodium street lamps, distinguishing green lights (closer to cyan) from white lights, and distinguishing red from amber lights, especially when there are no positional clues (see image).
Publication from 1983: https://pmc.ncbi.nlm.nih.gov/articles/PMC1875309/
> All but one admitted to difficulties with traffic signals, one admitted to a previously undeclared accident due to his colour blindness, and all but one offered suggestions for improving signal recognition. Nearly all reported confusion with street and signal lights, and confusion between the red and amber signals was common.
So many places, especially local ones, take every sub five star review as an insult and invitation to argue. I'm actually shocked by the percentage of places that do this. It drives away my business, and I can't be the only one.
Even not replying at all is a better strategy, IMO.
If I reach out and say "I love that your product does X & Y, but it would be helpful if it also did Z", please don't reply with "Nobody needs Z."
Tell me you will look into it, or it's out of scope, or hard to implement, or literally anything other than calling me a nobody.
https://www.youtube.com/watch?v=IUK6zjtUj00
edit: wait i get it now
Unfortunately, not always an option without making major lifestyle decisions (for example, software required by a job)
The guy offered some pretty valuable feedback to help improve the product. Business idiots with ego problems can bury their head in the sand at their own peril.
Interesting choice of words.