In bootstrapping SaaS sites, I have always been careful to grow slowly by word of mouth (no public facing registration pages at first). This keeps your initial

In bootstrapping SaaS sites, I have always been careful to grow slowly by word of mouth (no public facing registration pages at first). This keeps your initial users to friendly beta testers. When you are ready to take on more (initially beta) users (gmail was in beta for 5 years), again do it slowly and has been said elsewhere responding to requests for customer support is THE best way of getting feedback. I have only ever had a very small number of hostile users - in those cases I asked them what they thought I should do. Do they feel I should I shut down the site or would they be willing for me to work with them to make it better? In those instances, those users have become long-term friends with some of the best business and product advice I have ever received. It is important to listen.