Some customers just want what they want. Even if it doesn't exist.

Some customers just want what they want. Even if it doesn't exist.

A client came to me recently with a customer problem.

The customer, enough ARR to get attention from my SVP client, kept requesting specific product features that just weren't possible. Her team was going in circles trying to explain why, and the customer kept pushing back.

I told her about the purple unicorn. 🦄

An important customer says, "I need a purple unicorn", and you know you
> don't make purple unicorns
> have no plans to make purple unicorns
> honestly aren't even sure why anyone needs a purple unicorn

It’s easy to spend all your energy either explaining why this isn’t possible or trying to convince the product team to make a purple unicorn.
Trust me, I’ve been there. 😅

But what if instead I start with, "A purple unicorn sounds fun. Tell me more about what problem the purple unicorn would solve for you." I acknowledge the request, and get curious.

And then maybe the customer says: "I really want something soft and fuzzy to cuddle with at night."

Aha! THAT I can help with.

"We don't have a purple unicorn, but we do have this orange fuzzy bear. Different animal entirely, but soft, fuzzy, great for sleeping. Want to try it?"

Sometimes they come back and say the orange fuzzy bear was perfect. Sometimes they say it was great except they really missed the idea of a horn that could poke them in the eye while they were sleeping… and now I have a whole new conversation about why they want to be poked in the eye, and what problem THAT solves. 😂

Have you ever had a customer ask you for a purple unicorn?


Image: apologies to any parents of small children who have already had too much of this particular purple unicorn