Handling demanding customers and endless feature requests is part of the startup grind - but how you respond can make or break customer relationships. This tactical session will help you turn challenging customer feedback into valuable product insights, strengthening customer trust and long-term retention.
This session will cover practical strategies for:
Calming heated customer demands with the right language and tone
Tactfully saying “no” to feature requests without alienating customers
Creating frameworks to turn negative feedback into positive product momentum
Knowing when (and how) to escalate issues to the right team member
Using proactive communication to prevent conflicts before they start
You will leave with a clear process for handling feature requests and customer conflicts, plus real-world insights on how to balance customer feedback with strategic product decisions.
This session is a part of Startup Boston Week 2025 and is perfect for founders on the front lines of customer complaints, early-stage CS and support staff looking to sharpen their soft skills, and product managers overwhelmed by urgent or unrealistic feature demands.
