[annnnd]

Let me clarify my statement: you should of course ALSO listen to them (but you should take what is said with grain of salt and try to understand the real motives; once you understand that, you can propose other - often better - solutions).

However the real feedback comes from what is not said out loud. Users might dismiss the problems they have as their incompetence, but only you can be the judge of that. If 3 people in a row make the same mistakes, I can guarantee you it is not their incompetence you are seeing... ;) That is why observing the users is so important, much more than just listening to them.