A client in the middle of their AMS implementation said to me: "I'm getting a LOT of feedback from staff about what the system can and cannot do. Is that good or bad?"

My response: "Feedback means they're actually in the system and using it! That's a good thing."

Feedback is almost always a good thing, as long as it meets these conditions:

• it demonstrates an understanding of how the system works (i.e., the feedback isn't "How do I do X?")
• it is constructive (e.g., "It would be better for the member if we could do X here.")
• it is given in the spirit of improving processes and not just complaining (i.e., it is NOT something like "Our old system did X much better than this one does.")

So if you're getting a lot of appropriate feedback from your users as you implement a new system, thank them and encourage them! Feedback means they're using the system and thinking about how to improve it.