{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Bootstrapper's Paradise","title":"What To Do When Users Get ANGRY","html":"","width":"100%","height":180,"duration":166,"description":"Eventually you're going to break something in your B2B SaaS.  This may lead to some strong reactions and angry emails from your users.  After the initial shock wears off, you'll have time to fix whatever is broken.  However, the good part is that your users are engaged and now you have an opportunity to learn critically important information about how to make your product better.\nFree product-market fit email course - https://nxtstep.io/fit\nEpisode Transcript\n Hey folks, Sean here, and today what I want to talk to you about is what to do if all of a sudden you've made your users angry. Now, if you get an emotional reaction like that, you might immediately think that you need to panic and pounce all over what went wrong, or find out what went wrong and scramble.\nBut what I want to tell you is that I want to interrupt that essentially right away and say that any type of an emotional reaction about your product is probably a good thing. Now what I mean by that is that means people are engaged. That probably means people are using your product as such. They have a good reason to get to that point at least.\nSo, so far that is a sign of progress. Now, whatever the reason that you've gotten some type of a strong reaction from your users, maybe something that was working broke or whatever, whatever the reason. If they're reaching out to you and sharing more details about that, that's a good thing. You want them to provide you with as much feedback as possible, because that can be really hard to get, and that feedback helps us get greater context around what I call essentially the why component of their experience, right?\nWith analytics and other tools, survey tools, et cetera, we can get things like what people are doing. We can get things like how they're doing it. The big missing piece though, typically, and what a lot of these tools lack is the ability to give us insight into why people are doing what they're doing. So that's.\nWe need more qualitative data. The...","thumbnail_url":"https://img.transistorcdn.com/B0rBF_s0upJdRqXoy4_4rHlfSlZONOaHnrUmmpOi708/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9kYmIx/MTMxNTExY2VjZjIz/NjEzNWFhNmI4OGZl/ZDliMy5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}