It’s completely normal to react defensively to a negative comment. This makes listening to museum visitors harder than it should be; you usually need to analyse what will make their visit better rather than just responding to what they say and leaving it at that. It’s also easy to live with imperfections until it really bothers a particular visitor. Museums are not perfect places behind the scenes or in front of them.
This week, a really amazing woman complained during her visit because she’d encountered something we’d been too slow to update. She was generous and she was absolutely right. By some miracle alignment of the stars I was in the right place at the right place time to solve it there and then.