[giusemir1978]

He does it right. Customers are not to be listened too much, they are to be taught to use the product the way the producer intend to.

Less support trouble, less costs, and the troublemakers go away.

Of course, I would never tell straight to my customers that if they don't like a feature they can go to h3ll, but guess what, thet are not going anywhere else.

[giusemir1978]

Yes, I understand people might leave. No, I do not work at facebook. The key is - in fact - people leaving. People who complain are a cost.

Now, if the service is low margin and low volume you can't afford losing customers. But if you have high margins, high volumes or a combination of both then a community that gets to vocal becomes a PR problem.

Think about gaming communities like Eve-Online... would you want your business be dictated by too angry and too vocal customers?

Those are not customer anymore, are a cost and costs must be purged.

Of course being frank about it makes one look like a bad guy, things that is happening here.

Nonetheless you have to break eggs to make an omelette.

[loceng]

Do you understand that alternate options exist, and people can easily move to other services?

[webwanderings]

While you're looking at the alternate options, try to look at it from the user's - long time user's - perspective.

[gazrogers]

Do you work at Facebook?