I went straight to 'let's investigate the underlying need' which felt right but I think I underplayed the business risk angle.
Acknowledge the customer's importance and the request, then systematically evaluate its strategic fit, impact, and alternatives. Collaborate with the customer and internal stakeholders to find a mutually beneficial solution that aligns with the product vision and business goals.
Pro tip: Frame the conversation around the customer's underlying problem, not just the requested feature—this often reveals a simpler or more scalable solution. Also, quantify the cost of saying yes (e.g., delayed roadmap items, engineering effort) to make trade-offs explicit.
Schedule a call with the customer to deeply understand their need, the problem they're trying to solve, and the business impact. Avoid committing to anything yet.
Evaluate how the request aligns with the product vision, roadmap, and company goals. Consider factors like revenue impact, effort, and whether it benefits other customers.
Brainstorm alternative solutions such as workarounds, existing features, partnerships, or a phased approach. Involve engineering and design to assess feasibility.
Share your findings with the customer, explaining the trade-offs and your reasoning. If you can't prioritize it, offer alternatives and a clear timeline for reconsideration.
Discuss with leadership and key stakeholders to ensure alignment. Document the decision and set up a follow-up mechanism to revisit if priorities change.
AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.