Question about a convo with my first big client in Boston

Met up with my first big client last week. We started working together 6 months ago when I was just getting my SaaS off the ground for small manufacturing firms. Over coffee, they said something that stuck with me: 'You sold me on the features, but I stayed because you actually answer my emails within an hour.' That hit different because I spend so much time obsessing over product roadmaps and pricing tiers. I realized I might be overthinking the polish and underinvesting in just being responsive and human. They also mentioned they almost left after a buggy update 3 months back but decided to give me a chance since I called them directly to apologize. Made me wonder if I should put more energy into personal outreach than feature launches. Has anyone else had a customer tell you something that completely shifted your focus? How did you handle it?

2 comments

2 Comments

william_taylor14d ago

Flip it around. What if being accessible is your real competitive moat and features are just table stakes?

thomas29114d ago

Yeah, "table stakes" until you can't even get in the door I guess.