{"id":81,"date":"2010-01-27T23:06:55","date_gmt":"2010-01-28T07:06:55","guid":{"rendered":"http:\/\/angryweasel.com\/blog\/?p=81"},"modified":"2010-01-27T23:08:13","modified_gmt":"2010-01-28T07:08:13","slug":"listening-to-feedback","status":"publish","type":"post","link":"https:\/\/angryweasel.com\/blog\/listening-to-feedback\/","title":{"rendered":"Listening to feedback"},"content":{"rendered":"

I have half a dozen different blog posts started<\/em> but I thought I\u2019d write this one instead. When you listen to customer feedback, you need to treat the good and the bad equally. If some customers say \u201cwow \u2013 this is awesome\u201d, and some others say \u201cthis is awful \u2013 are you on crack?\u201d, either they\u2019re both right, or neither of them are right. People base their opinion on their experience. It\u2019s unfortunate that you created polarizing experiences, but that\u2019s what happened. If  you write off the negative comments as flukes, it\u2019s only fair that you say the same about the positive comments.<\/p>\n

We get feedback on the courses we teach for testers at Microsoft. My team is pretty good at reviewing feedback and making adjustments as necessary. I remind my team of the same thing. They need to treat the positive comments (\u201cthe instructor made the class awesome!\u201d) and the negative comments (\u201cthe instructor was an idiot\u201d) the same. Either throw them both out, or treat them both as valid. Obviously, you can play the balance game. If 20 students said \u201cgreat\u201d, and 4 said \u201csucks\u201d, then you\u2019re probably on the right track (although you\u2019d want to self-evaluate on why the polarity exists in the first place). It\u2019s a frequent topic of discussion, but one that I think everyone understands.<\/p>\n

The concept came up again this week when a teammate pointed out that someone commented<\/a> about me on the mini-microsoft blog. The comment in question was mostly positive, yet it was in response to something negative (which, in full disclosure, I replied<\/a> to a week or so ago). In this case, I either have stale ideas and<\/em> have some talent, or neither. I don\u2019t really care either way, but I suppose I\u2019m happy for the attention (there\u2019s no such thing as bad publicity).<\/p>\n

The important lesson to learn is that there\u2019s no bad feedback, and no irrelevant feedback. There\u2019s just feedback \u2013 it\u2019s your choice to listen to it or not.<\/p>\n","protected":false},"excerpt":{"rendered":"

I have half a dozen different blog posts started but I thought I\u2019d write this one instead. When you listen to customer feedback, you need to treat the good and the bad equally. If some customers say \u201cwow \u2013 this is awesome\u201d, and some others say \u201cthis is awful \u2013 are you on crack?\u201d, either…<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"class_list":["post-81","post","type-post","status-publish","format-standard","hentry","category-allposts"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_likes_enabled":true,"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/posts\/81","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/comments?post=81"}],"version-history":[{"count":0,"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/posts\/81\/revisions"}],"wp:attachment":[{"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/media?parent=81"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/categories?post=81"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/angryweasel.com\/blog\/wp-json\/wp\/v2\/tags?post=81"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}