Don’t Defend Errors, Fix Them
When I notice something that looks like an error or a bug to me on a website I use, I will generally tell someone at the company with the hopes that they fix it or send it to the proper channel to have it fixed. Oftentimes, there are reasons for why the error happens, but more often than not, the error should be fixable. Sometimes it’s not a bug or an error, but the way something is done is annoying.
Whatever the case may be, I want to share some advice for companies who receive user feedback from customers and/or potential customers: listen to the complaints and address them.
Please don’t get defensive about your system, service, or platform, but instead, try and figure out how it can be improved to resolve the issue or at least explain why it has to be that way. Show that you actually care enough to address the issue rather than ignoring it and hoping nobody else has thought the same thing.
There are a number of services I don’t use anymore because I think something is broken and it hasn’t been addressed. If something annoys me, I will find something else to use that doesn’t. There aren’t many companies in this space offering something so totally unique that I can’t go elsewhere.
Companies might not think of some issues as problems, but if they listen to their customers they will be rewarded. Chances are good, if someone took the time to let the company know about the problem, it bugs someone else, too.
Not only does fixing a bug identified by a client make that client happy, but it will likely make the product or service more useful, and it will probably drive more revenue in the long run. There are a number of great companies in the domain space that listen to client complaints and requests, and I think it’s a wise move, especially in a small “industry” such as ours.