If your customers are treated like the enemy when they give feedback about your products, services, customer service and so on; that’s exactly what they’ll become.
How are you treating your customers when something you did (or something they *perceive* of you) manages to set them off?
It’s easy to take it personally…but do your best not to.
The high-value feedback you might normally miss out on is hiding right behind the bluster.
It’s often the most valuable you’ll get. It’s coming from a customer who cares in a vulnerable moment.
Soak it in. Thank them. And take action.
PS: That doesn’t mean you let people become abusive. Defuse, then discover.