What should you say when a customer asks for a feature you don't currently offer?

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Multiple Choice

What should you say when a customer asks for a feature you don't currently offer?

When a customer asks for a feature you don’t offer yet, the best approach is to respond in a way that shows you listened, you’re transparent about next steps, and you’re actively working to help them now and into the future. Start by acknowledging the request and thanking them for the input. If you have an ETA or a rough timeline for the feature, share it; if not, commit to checking with the product team and getting back to them by a specific date. If there are any workarounds or alternatives that can address the need now, describe them clearly and show how they could fit into their workflow, including any trade-offs. Importantly, capture the request in your system so it can be considered for future prioritization, along with the use case, impact, and number of users affected. This approach builds trust, keeps the conversation productive, and creates a path for future enhancement. Declining the request ends the conversation and leaves them without options. Pushing a different, unrelated product can confuse or feel deceptive. Ignoring the request is disrespectful and damages the relationship.

When a customer asks for a feature you don’t offer yet, the best approach is to respond in a way that shows you listened, you’re transparent about next steps, and you’re actively working to help them now and into the future. Start by acknowledging the request and thanking them for the input. If you have an ETA or a rough timeline for the feature, share it; if not, commit to checking with the product team and getting back to them by a specific date. If there are any workarounds or alternatives that can address the need now, describe them clearly and show how they could fit into their workflow, including any trade-offs. Importantly, capture the request in your system so it can be considered for future prioritization, along with the use case, impact, and number of users affected. This approach builds trust, keeps the conversation productive, and creates a path for future enhancement.

Declining the request ends the conversation and leaves them without options. Pushing a different, unrelated product can confuse or feel deceptive. Ignoring the request is disrespectful and damages the relationship.

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