I get a lot of customer feedback. Emails, calls, surveys. It's great. It means people care about what we are building.
But here's the thing I learned the hard way: You can't build everything everyone asks for.
If you do, you end up with a monster. A product that tries to be everything and ends up being nothing special.
Listening is Step One. Not the Only Step.
Don't get me wrong. Ignoring customers is a fast way to fail. I listen hard.
I try to understand the *problem* behind the request. "I want a blue button" is not the real need. Why do they want it? What are they trying to do?
That's where the gold is. Understanding the underlying pain.
But Then, There's Your Vision
As a product person, as an entrepreneur, you must have a vision. A North Star.
Where is this product going? What problem are *we* uniquely trying to solve in the world?
This vision acts like a filter. All feedback, all ideas, they pass through this filter.
Your vision is the map. Customer feedback tells you about the weather and road conditions. You need both to reach your destination.
The Tough Calls
Sometimes, a customer asks for something that sounds good. But it pulls the product away from its core purpose. Away from the vision.
Those are hard conversations. Saying "no" or "not now" is tough. Especially if it's a big customer.
I try to explain why. "This is where we are heading, and this feature, while useful, takes us on a different path right now."
Sometimes they get it. Sometimes they don't. That's business.
How I Try to Balance
- Categorize feedback: Bugs, small improvements, big new ideas.
- Align with goals: Does this feature request help us hit our current company goals?
- Vision check: Does it fit the long-term direction of the product?
- Effort vs. Impact: Is it a small change with big value? Or huge effort for a niche need?
I also look for patterns. If ten customers ask for the same thing, that's a strong signal. Even if it wasn't on my original roadmap.
Your Product's Soul
Building only what customers ask for leads to a feature factory. Lots of stuff, no soul.
Your vision gives your product its soul. Its unique point of view.
So, listen deeply. But lead bravely. It's a dance. A balance. And it's one of the most important jobs we have.