Seth Godin has a post today titled, “You’re right!” where he talks about how to deal with negative feedback.  He explains a recent experience he had at a parking garage:

Two weeks ago, I left my car at (an expensive) parking garage in midtown New York. When I got back four hours later, I discovered that they had left the engine running the entire time. That, combined with the $30 fee and the nasty attitude of the attendant led me to write a letter to the management company. The response: it was my fault. When I dropped off the car, I should have taught the attendant how to turn off my Prius.

Seth’s point is, “why bother writing back” to argue?  He argues the ONLY productive response to a critical letter is ‘You’re right…’  I happen to agree.  Set suggests there is ALWAYS common ground to agree with your client.  His examples,

• You’re right, I can see that you are annoyed.
• You’re right, that is frustrating.
• You’re right, with the expectations you had, it’s totally understandable to feel the way you do.
• You’re right, and we’re really sorry that you feel that way.

Seth explains how this isn’t pandering because it is TRUE!  Specifically, “The writer is right. They are frustrated. His opinion is his opinion and if you don’t value it you’re shutting down something useful.”  Seth concludes that if you take the time to argue with your customers you do two things:

keeps them from ever writing again and it costs you (at least) one customer. Perhaps that’s your goal. Just take a moment before you launch an unhappy former customer into the world.