Denying feature requests can be tough. There is only one way to do it well: be honest. Let the customer know the current and near future scenario on your side. Say no gently, try to explain the reasoning behind it if it’s possible.
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Hey John!
It’s awesome to hear from you. Thank you so much for using our service / app / product.
As for the feature you mentioned, I can definitely see how that would be useful. Would you mind telling me a little more about how {{FEATURE}} could be of help to you (so that I get the perfect sense of why you’re looking for it)?
Although we’re not working on it at this moment, I’ll definitely let our team know about it and see what they think.
Anything else I can help you with today, John? I’ll be more than happy to do so. 🙂
Avadhoot
Customer HappinessNote: If a particular feature is super important to the customer and you know you’ll not be working on it anytime soon, please let the customer know. In fact, you’ll win the customer over if you recommend a product that has the feature the customer is looking for. You might lose a customer temporarily, but you’ll earn your company a lifelong fan. 🙂
Key Pointers:
Try
- Thanking them for reaching out (and caring enough to put forward feature requests).
- Asking for clarification: what are they trying to achieve?
- Explaining what happens next.
- To be honest.
- Offering alternatives if your team isn’t going to work on that feature anytime soon.
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