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Brilliant. I say this stuff to customers every day at UserVoice (and I probably got some of it from our lunch last year, Jeff). You have to listen to your customers. But you absolutely shouldn't say yes to everything, and you absolutely shouldn't pussyfoot around saying "no".
Fantastic post! This isn't just about communication skills, but about coming at this with the right mindset. I see this all the time as a musician - people who want to be cool stepping up in front of a (literal) microphone and singing things. Only without a true love of music, good songwriting, musicianship, etc it still comes out badly (just louder). Get passionate, understand the space you're in, and most importantly understand the people you're talking to or you'll just be amplifying the bad stuff.
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Apr 21, 2010