How to say No to Requests

We're often asked the question: "How do you say no to requests?"

The process of triage should be quick: most incoming requests will be moved to "Awaiting Feedback", which lets users know they can continue to vote and comment on requests.

However, it may be immediately obvious which requests do not fit in with your strategy, or you may have other reasons to want to decline requests. Here are some example responses to help you say no. 

Don't forget that Pendo Feedback gives you the data you need to back up your decisions. You just need to explain the why.

Examples of ways to say no to requests

1. Low demand

You can't please everyone, and you have to work on features that move your business forward. If there's just no demand, explain:mceclip0.png

Sometimes, the request is more subjective and you can easily offer a more detailed explanation. Your customers understand you're balancing other requirements and will appreciate hearing your perspective. Examples:

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2. Edge case scenarios

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3. Future releases will eliminate the need

In this case, you're declining a request but you're saying yes to the requester:

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4. Low value / high effort

Some requests are much more complicated to build than they seem, with low value and demand. If this is the case, don't be vague, just explain so the customer can see your point of view:

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5. Too vague

Sometimes a request is too vague and so half of it ends up complete and the other half left in limbo with nobody entirely sure what it means. Make it clear that it's too vague:

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Other tips:

Offer a workaround

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Encourage engagement

It sounds obvious, but be sure to use Pendo Feedback to learn more about what your customers want. If you're building a new product, you can let a lot more requests make it to the "awaiting feedback" stage to gather more feedback. 

And when moving a request to that status, encourage your teams and customers to add their use cases by asking specific questions in the status message and/or comments section.