Frownies and smilies

Customer feedback is what makes the whole venture real for an entrepreneur.  Sure, validation is the number of users, the number of units sold, the amount of revenue received - but the quantitative stuff is never enough.  You want to know what the users think, how much they like what you're doing and why.

So you actively seek customer feedback, especially in the early stages as that is going to inform your product and marketing strategies.  And when you get the 'wow!', 'cool', you're thrilled.

Then you run across the first customer who is not a fan of whatever you're doing and let's you know that in definitive terms with feedback itemizing the many different ways your product fails to impress.  Your initial reaction is most likely a sinking feeling, tinged with a little 'what if nobody likes it?'.  The next one is that the customer doesn't really get it and you're not going to pay any attention to the feed.  Luckily your business sense kicks in and you start looking at what the feedback is about.  You put yourself in the shoes of the customer and try to see what could have happened and what you can do about it.  And if you're super customer-centric (as you should be) you reach out to the customer with a reasoned response and maybe notch a win.  Negative feedback can bring positive results.

Handling feedback in business is pretty much like how you would do it in other areas of your life.  Enjoy the kudos, but don't disregard the criticism and don't let it crush you by taking it personally.  Take a few steps back (and a few deep breaths!) and try to find value in the feedback.  Your product - and you - will be the better for it. 

As they say, a frown is just an upside down smile.