John has a problem. A lot of members are complaining about an issue.
He’s not sure how to handle the issue.
Let’s refresh on validating complaints.
First, what % of the audience is actually complaining? Is it 20% or 0.001% ?
Second, do most members agree? If you survey a random sample of 100 – 200 members, would they agree? Imagine you asked them to tell you on a scale of 1 – 10 how happy they were with the community. Where do you score?
If you asked them to name their three biggest issues in the community, did they name the issue?
You can do a survey in less than a day. If you’re worried about the issue, it’s worth testing how much most members really care about it.
Believe me, I know how scary it is to have 10 – 20 members attacking you. But you can’t please everyone (and trying to can upset the majority). So find out what the majority thinks before you react.