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35. By whatever means necessary

Stop seeing customer complaints and suggestions as an annoyance and listen to what they’re telling you. React to what they say by putting any problems right.

Some of them will of course be completely barmy – they might even be complaining to you about a product they bought from another company, but learn from your and other’s mistakes.

Tell Me How Much It’s Hurting

We all like to have a moan and vent our exasperation at times. The phenomenon of email converts even the most timid of us into raging, power-mad daemons. When things go wrong, web users will let you know in no uncertain terms, and the better web sites are those that don’t shy from the rage but embrace it and, more importantly, learn from it. Your priority ...

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