Whether they’re pitching enterprise technology, social media, or popular video games, there are times when software companies make product changes that grow unpopular with users.
That’s not to say you wouldn’t have your reasons should that happen to your company. Sometimes the customers could just be asking too much or maybe it would’ve only been possible at a higher price tag. With that said though, that doesn’t mean you shouldn’t give it your best when explaining an unpopular decision.
It’s like explaining to your kid why you still refused to buy them a next-gen console or a game like GTA last Christmas.
When it comes to getting stuff explained to them, you’d be surprised at what kids have in common with adult B2B customers.
That being: They won’t ‘get it’ at first.
Just as a kid might not get how age has to do with playing some games, some customers just won’t get why you had to take out this or that feature. During the appointment setting phase, this can be critical for your lead generators because you don’t want your salespeople to do all the talking before they even get a chance to close.
That’s why you need to know what makes a good explanation for unpopular decisions:
- Show how it’s for their own good – Don’t just say it’s for their own good. Show them how. Create demos to present to higher value prospects. Give a short lecture on why you can’t just include this particular process anymore.
- Give room for suggestion – Sometimes you’ll find prospects who do have expertise to add to the table. They might have in-house experts as well. Stay open to the possibility that they can’t just buy your explanation at face value.
- Give a good explanation for not being clear – And if all else fails, at least be honest about why you can’t tell them. Call it a trade secret or assert your own right to some corporate privacy. This won’t always work in some cases but at least show your hands if you think they’re really so tied.
It’s often said that you can’t please everybody, every time. They never said you can’t do your best to justify yourself because of it. It’s one of those things that you’ve just got to do right.