Sometimes customer makes unreasonable requests. Tell me about a time when you had to push back on a customer request.

Example Answers

E-Commerce Specialist

Thank you for the opportunity to discuss my experiences as a product manager. I have certainly encountered situations where a customer has made an unreasonable request, and I believe that clear communication and empathy are key to resolving these situations effectively.

One specific instance I recall was when a customer requested that we add a feature to our e-commerce platform that would allow them to make a purchase without entering any payment information. While I understood that this would potentially make the checkout process faster and easier for the customer, it didn't align with our security standards and could have resulted in fraudulent transactions.

To respond to this request, I first tried to understand the customer's underlying needs and motivations. In this case, I asked why they were looking for a way to skip entering payment information. The customer explained that they often purchased products for their company and would prefer to receive an invoice at a later date.

I then explained our security policies and why we couldn't offer a feature that could compromise our customers' security. I also explored alternative solutions that would meet the customer's needs within our security parameters, such as allowing them to select "invoice" as a payment option at checkout and then following up with an invoice after the order was placed.

Ultimately, I was able to find a solution that met the customer's needs while still ensuring the security of our platform. By taking the time to understand the customer's underlying needs and clearly communicating our limitations and potential solutions, we were able to turn a potentially contentious situation into a successful outcome.

In my experience, it's important to approach these situations with empathy and a willingness to collaborate with the customer to find a solution that meets everyone's needs. It's also important to clearly communicate any limitations or concerns and provide context for why certain features or requests may not be feasible. Through effective communication and collaboration, it's possible to turn what initially seems like an unreasonable request into a positive outcome for both the customer and the company.

Mobile App Guru

As a product manager, I understand that customer satisfaction is crucial to the success of the product. However, there are times when customers make requests that aren't feasible or can negatively impact the product's overall performance. In such scenarios, I always strive to balance customer needs with the product's goals and requirements.

One particular instance comes to mind- when I was working on a social networking mobile app, and a customer requested that we add a feature that would allow users to see who had visited their profiles. Our team had previously discussed this feature's impact on user privacy and had decided against it. Our analytics data suggested that implementing this feature could also negatively impact user engagement, leading to a higher dropout rate.

When I received this request from the customer, I acknowledged the importance of their suggestion and asked them about their specific goals for the feature. This helped me to understand the root of the problem and consider alternative solutions which can fulfill the customer's needs.

However, I also highlighted the potential negative consequences of the feature and explained why it wasn't feasible. I shared the relevant data with the customer and helped them understand how it could affect the user experience. I also offered alternative solutions that would achieve the same goal without compromising the privacy or overall product performance.

Through this approach, I was able to communicate my rationale while also addressing the customer's concerns and needs. Ultimately, the customer appreciated my honesty and transparency and was happy with the alternative solutions we provided. It's essential to maintain a balance between customer needs and product goals while fostering open communication to build strong relationships with users and stakeholders.

Consumer Electronics Enthusiast

Certainly, I can share an experience where I had to push back on an unreasonable customer request. As a product manager, it's critical to balance customer needs with business objectives, technical feasibility, and resource limitations.

In my previous role, I was managing the development of a new smartwatch with a team of hardware and software engineers. We had already defined the feature set and were in the testing phase when we received a request from a potential customer to add a specific sensor to the watch.

The feature was not part of our original roadmap, and we had already signed off on the final design. Additionally, adding this sensor would have required significant changes to the hardware and software architecture, and would have resulted in delays and increased costs.

While we appreciated the customer's interest in our product, we knew that accommodating the request would not be practical. Therefore, I scheduled a call with the customer to explain why we couldn't implement the feature and to explore alternative solutions.

During the call, I took a collaborative approach to explain the reasons why we could not add the sensor without incurring significant costs and delays. I also highlighted the risks associated with deviating from our original plan and explained how the product could be negatively impacted.

To address his concerns, I suggested alternative solutions that could provide similar benefits while staying within the scope of the original design. We also discussed opportunities for future developments that could improve the product in other ways.

In the end, the customer appreciated the transparency and open communication, and understood why we had to push back on his request. He still decided to purchase the product as is, and even provided valuable feedback on areas of improvement for future iterations.

Overall, this experience taught me the importance of being transparent, and the need to balance customer needs with business objectives, technical feasibility, and resource limitations. As a product manager, it's important to communicate effectively with stakeholders, maintain a clear and defined roadmap, and be open to feedback and continuous improvement.

Enterprise Software Savant

Certainly, I have encountered customer requests that were not feasible or posed significant challenges to our product development efforts. One instance that comes to mind is when a client requested a highly customized feature that would have required significant development time and resources. This feature would have been unique to their organization and would not have benefitted our wider user base or contributed to the overall product vision.

In response to this request, I first sought to understand the underlying motivation behind it. I needed to identify if it was a fundamental requirement or a nice-to-have feature. After thorough analysis, I realized that it was not essential to the client's core business needs, but rather a cosmetic enhancement that they believed would differentiate them from competitors.

Next, I engaged the client in a transparent and collaborative discussion on the feasibility and impact of the request. I was clear that it would require extensive customization and significant development resources, which would delay the overall product roadmap and increase the cost and complexity of ongoing maintenance. While being transparent about the repercussions, I maintained a consultative approach, focusing on the business needs and advising them on the most appropriate solution for their organization, without sacrificing product quality or vision.

Ultimately, the client understood the situation and was satisfied with a compromise solution that leveraged existing product features to meet their needs. The experience taught me the importance of clear communication, transparency, and a willingness to compromise while balancing the overall product strategy and business goals.

SaaS Strategist

Certainly, as a product manager, I understand the importance of maintaining a strong relationship with customers while also considering the long-term success and scalability of the product.

In a previous position, a customer requested a significant change to our pricing model that would have required a complete overhaul of our existing platform. The request was not only unreasonable but also impractical in terms of long-term viability for our business.

In response, I scheduled a call with the customer to discuss their request, and I began by acknowledging their concerns and taking the time to understand their perspective. However, I also explained the implications of such a change, including the potential negative impact on existing customers and the long-term feasibility of the request.

I did not simply deny the request, but I worked collaboratively with the customer to find alternative solutions that could address their needs while also ensuring the continued success of our platform. Ultimately, by focusing on open communication, transparency, and mutual understanding, we were able to reach a compromise that satisfied their needs and also aligned with our business goals.

Overall, I believe it's vital to listen to customer feedback and take it into account when making product decisions. However, as a product manager, my job is to balance those requests with the long-term success of the product and the needs of the wider customer base. By approaching these situations with transparency and collaboration, we can find mutually beneficial solutions that drive success for both the customer and the business.

Cybersecurity Expert

Thank you for your question. As a product manager, I understand the importance of meeting customer needs; however, there are times when their requests may not align with the company's product goals or may be unreasonable. Therefore, I must balance customer satisfaction with the company's business objectives.

In a previous role, I had a customer request a feature that would allow them to deactivate a security control temporarily. The customer believed that this was necessary to solve a specific problem they were facing, but the request posed a significant security risk and could potentially leave their infrastructure vulnerable.

To address this situation, I had a conversation with the customer to better understand their needs and concerns. I explained the potential security risks associated with the proposed solution and presented alternative solutions that would meet their requirements without compromising their infrastructure's security. Additionally, I shared industry best practices to further explain our approach's rationale. Ultimately, the customer trusted our recommendations and accepted our proposed solution.

In the end, it was a balancing act between meeting the customer's needs and ensuring that their infrastructure remained secure. I believe that communication and collaboration are key to navigating these situations successfully. It is essential to listen actively to the customer, understand their requirements, and collaborate to identify the most effective solution that aligns with our product goals and the customer's needs.