Be clear with customers about what is on your product roadmap. We recently did some win/loss interviews for a client to collect stories on why a customer purchased–and why a prospect failed to purchase. When we asked one customer about the quality of their support we got an answer that was initially a little surprising: “We like them because they always come back with an answer even if that answer is no. Other vendors will either talk about a feature being ‘under consideration’ or ‘on the long term roadmap’ or ‘we are still evaluating how best to implement it’ but you tell us no. We may not like the answer and we may sometimes argue but it’s much more honest and useful than most of the feature request answers we get from other vendors.”
I was reminded of that when I got an email today from someone at Peet’s trying to obfuscate the fact that they had discontinued a number of their teas.