Negative feedback can trigger a defensive response, often leading to escalation rather than resolution. The article explains how people regulate perceptions of credibility, akin to a thermostat. If someone feels a product is overrated, they may vent publicly to bring it back to what they perceive as a proper level. When confronted with criticism, founders often react instinctively, which can alienate their audience. Instead of pushing back against feedback, the better approach is to listen, acknowledge frustration, and demonstrate understanding. A specific example involves CodeRabbit's CEO, Harjot, who poorly responded to a user's complaints. Instead of addressing the user's concerns, he insulted the user and dismissed their feedback, which led to increased negativity toward CodeRabbit. The author emphasizes that while some criticism is unjustified, founders should strive for higher self-criticism and actively seek user feedback. By embracing responsibility and showing gratitude for the critique, they can shift the narrative. This approach can lead critics to reassess their initial harshness, often resulting in a more constructive dialogue. The article outlines key strategies for managing negative feedback effectively. First, separate the emotional response from the factual content of the complaint. Align on shared values such as quality and accountability before defending the product. When clarifying facts, adopt an earnest tone rather than a defensive one. If an apology is necessary, keep it straightforward; outline the issue, the solution, and preventive measures without excessive self-reproach. These tactics can help create a calmer exchange and foster a more positive relationship with customers.