When a customer starts asking for additional features and functionality to your existing products or services, they are likely indicating a different or evolving use of your offering. When these requests are made, direct the conversation onto the subject of what’s driving their request. Explore with your customer what they are trying to accomplish. Understand.
Approach this conversation from the position that you need and want to best understand what they are trying to accomplish by their request – this allows you to provide a solution at your creative best. Your conversation may uncover a use of your product or service that was previously unthought-of. This discovery could lead to a new market, better positioning, and new customers.