No product is perfect. How you handle negative feedback is crucial for your credibility.
Rule #1: Don't Be Defensive. Acknowledge and Validate.
If someone says, 'The Business Portal seems expensive,' don't argue. Acknowledge their concern. A great response is:
'That's a valid point, it's an investment. What many find is that the time it saves and the errors it prevents mean it pays for itself within a few months.'
This response validates their feeling and reframes 'cost' as an 'investment'.
Rule #2: Be Honest About Flaws
If a product has a limitation, be upfront. For example:
'One thing to be aware of is that the Business Portal currently doesn't have [X feature]. For most small businesses, this isn't an issue. But if that's a must-have for you, this might not be the right fit.'
This honesty builds massive trust. It proves you're genuinely trying to help.
Rule #3: Know Who It's NOT For
Being able to tell someone that a product is *not* for them is a powerful trust signal. If a large enterprise asks about the Business Portal, you could say:
'To be honest, the Business Portal is optimized for small to medium-sized businesses. For an operation of your scale, you might be better served by a more complex ERP system.'
By turning away the wrong customers, you make your recommendation to the *right* customers even more powerful.
