Listen to your customers

Akash Bhattacharya

2 min readDec 5, 2021

Hey Friends

This week, let’s talk a bit about product maintenance.

[Problem] The customer reports a product issue.

And you don’t want to redesign your product to meet their ask.

But !

You need customer’s satisfaction. And you need them always 🤞

[Solution] How to handle it effectively…read on 👇

1/ Listen

Unless you hear their problem, you can’t think of a solution.

Pay attention and pick up as much information as possible.

Yes, do listen. Even when you know the problem already.

2/ Options

Seek alternatives. There are multiple ways to solve a problem.

Ask for them from the engineering team.

Look for the outcome to meet customer demand, that to meet the output only.

Evaluate the pro(s) Vs con(s)

3/ Negotiate

This is the hardest part.

Explain the situation. Propose the best possible option.

Explain your thought process on how you think it’s best for your customer.

Be transparent. Be decisive. Be trustworthy.

4/ (Over) Deliver

Nope, don’t just deliver. Give something a little extra.

Word spreads (or doesn’t) based on what you’re about to deliver.

Remember — When the going gets tough, the tough get going.

Live your Ikigai. Have a great week ahead.

Akash

Firstly, relax!

💡 Productivity

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How We Write — blog.griffin.sh
Good writing is probably the single most undervalued talent a startup can have. We’re used to thinking of communication as a key skill, and normal, face-to-face communication is great! It allows for empathy, human connection, and a high bandwidth of information transmission between two people.