Providing direct feedback to a product salesperson





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I work in tech in a decision making capacity on an Analytics team, and have just moved positions in the last couple of months.



In my former role, I inherited a team using a data analysis product, well known in our field, that seemed well suited to the needs of the organization from a reporting / analysis standpoint.



However, our experience with the product was not good, support was lacking, the product itself was expensive, and new features the product released seemed like they were taking the organization in a direction that would not make it any more useful for us.



The software would periodically ask for feedback on how we were using it, and whether we'd recommend it to peers. I took every opportunity to provide a low rating and some reasoning each time I was asked, but didn't specifically speak to our representative due to being busy with other tasks. The product still worked technically for our use case and it didn't seem worth creating an issue based on our frustrations with the product. There were bigger fish to fry.



Now, in my new role, a salesperson for the same product has found me on a networking site. They know my former role and that we were customers, and have reached out to ask me to set up a meeting with my new employer.



I am in a position to recommend new software and solutions in my new role, but obviously I'm not at all interested in recommending this product to my current employer. We already have a suite of data analysis tools, which, while not perfect either, are an improvement over the product on offer.



Now, here's my dilemma. I've been bugged in many roles by persistent salespeople who want to get a conversation started. I don't blame them, although I find it distracting and would prefer to avoid having multiple conversations to convince them I'm not interested. In this case, I can supply a laundry list of reasons why I was dissatisfied with their offering in my former role, and I feel like it would be quicker to just explain that my prior experience was not a good one, and that I would not under any circumstance recommend their product, rather than remaining vague and giving my usual answer (something along the lines of "we already have a satisfactory platform implemented", which doesn't sit well with salespeople who want to convince me their product is superior).



Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer? I don't think it reflects poorly on my current or previous employer, and I'm not speaking for anyone who would like to consider new products in this area as it's ultimately my decision, but I paused on the send button and want to make sure I'm not about to make a mistake.










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    I work in tech in a decision making capacity on an Analytics team, and have just moved positions in the last couple of months.



    In my former role, I inherited a team using a data analysis product, well known in our field, that seemed well suited to the needs of the organization from a reporting / analysis standpoint.



    However, our experience with the product was not good, support was lacking, the product itself was expensive, and new features the product released seemed like they were taking the organization in a direction that would not make it any more useful for us.



    The software would periodically ask for feedback on how we were using it, and whether we'd recommend it to peers. I took every opportunity to provide a low rating and some reasoning each time I was asked, but didn't specifically speak to our representative due to being busy with other tasks. The product still worked technically for our use case and it didn't seem worth creating an issue based on our frustrations with the product. There were bigger fish to fry.



    Now, in my new role, a salesperson for the same product has found me on a networking site. They know my former role and that we were customers, and have reached out to ask me to set up a meeting with my new employer.



    I am in a position to recommend new software and solutions in my new role, but obviously I'm not at all interested in recommending this product to my current employer. We already have a suite of data analysis tools, which, while not perfect either, are an improvement over the product on offer.



    Now, here's my dilemma. I've been bugged in many roles by persistent salespeople who want to get a conversation started. I don't blame them, although I find it distracting and would prefer to avoid having multiple conversations to convince them I'm not interested. In this case, I can supply a laundry list of reasons why I was dissatisfied with their offering in my former role, and I feel like it would be quicker to just explain that my prior experience was not a good one, and that I would not under any circumstance recommend their product, rather than remaining vague and giving my usual answer (something along the lines of "we already have a satisfactory platform implemented", which doesn't sit well with salespeople who want to convince me their product is superior).



    Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer? I don't think it reflects poorly on my current or previous employer, and I'm not speaking for anyone who would like to consider new products in this area as it's ultimately my decision, but I paused on the send button and want to make sure I'm not about to make a mistake.










    share|improve this question







    New contributor




    economy is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
    Check out our Code of Conduct.























      2












      2








      2


      1






      I work in tech in a decision making capacity on an Analytics team, and have just moved positions in the last couple of months.



      In my former role, I inherited a team using a data analysis product, well known in our field, that seemed well suited to the needs of the organization from a reporting / analysis standpoint.



      However, our experience with the product was not good, support was lacking, the product itself was expensive, and new features the product released seemed like they were taking the organization in a direction that would not make it any more useful for us.



      The software would periodically ask for feedback on how we were using it, and whether we'd recommend it to peers. I took every opportunity to provide a low rating and some reasoning each time I was asked, but didn't specifically speak to our representative due to being busy with other tasks. The product still worked technically for our use case and it didn't seem worth creating an issue based on our frustrations with the product. There were bigger fish to fry.



      Now, in my new role, a salesperson for the same product has found me on a networking site. They know my former role and that we were customers, and have reached out to ask me to set up a meeting with my new employer.



      I am in a position to recommend new software and solutions in my new role, but obviously I'm not at all interested in recommending this product to my current employer. We already have a suite of data analysis tools, which, while not perfect either, are an improvement over the product on offer.



      Now, here's my dilemma. I've been bugged in many roles by persistent salespeople who want to get a conversation started. I don't blame them, although I find it distracting and would prefer to avoid having multiple conversations to convince them I'm not interested. In this case, I can supply a laundry list of reasons why I was dissatisfied with their offering in my former role, and I feel like it would be quicker to just explain that my prior experience was not a good one, and that I would not under any circumstance recommend their product, rather than remaining vague and giving my usual answer (something along the lines of "we already have a satisfactory platform implemented", which doesn't sit well with salespeople who want to convince me their product is superior).



      Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer? I don't think it reflects poorly on my current or previous employer, and I'm not speaking for anyone who would like to consider new products in this area as it's ultimately my decision, but I paused on the send button and want to make sure I'm not about to make a mistake.










      share|improve this question







      New contributor




      economy is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
      Check out our Code of Conduct.












      I work in tech in a decision making capacity on an Analytics team, and have just moved positions in the last couple of months.



      In my former role, I inherited a team using a data analysis product, well known in our field, that seemed well suited to the needs of the organization from a reporting / analysis standpoint.



      However, our experience with the product was not good, support was lacking, the product itself was expensive, and new features the product released seemed like they were taking the organization in a direction that would not make it any more useful for us.



      The software would periodically ask for feedback on how we were using it, and whether we'd recommend it to peers. I took every opportunity to provide a low rating and some reasoning each time I was asked, but didn't specifically speak to our representative due to being busy with other tasks. The product still worked technically for our use case and it didn't seem worth creating an issue based on our frustrations with the product. There were bigger fish to fry.



      Now, in my new role, a salesperson for the same product has found me on a networking site. They know my former role and that we were customers, and have reached out to ask me to set up a meeting with my new employer.



      I am in a position to recommend new software and solutions in my new role, but obviously I'm not at all interested in recommending this product to my current employer. We already have a suite of data analysis tools, which, while not perfect either, are an improvement over the product on offer.



      Now, here's my dilemma. I've been bugged in many roles by persistent salespeople who want to get a conversation started. I don't blame them, although I find it distracting and would prefer to avoid having multiple conversations to convince them I'm not interested. In this case, I can supply a laundry list of reasons why I was dissatisfied with their offering in my former role, and I feel like it would be quicker to just explain that my prior experience was not a good one, and that I would not under any circumstance recommend their product, rather than remaining vague and giving my usual answer (something along the lines of "we already have a satisfactory platform implemented", which doesn't sit well with salespeople who want to convince me their product is superior).



      Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer? I don't think it reflects poorly on my current or previous employer, and I'm not speaking for anyone who would like to consider new products in this area as it's ultimately my decision, but I paused on the send button and want to make sure I'm not about to make a mistake.







      professionalism sales






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      economy is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
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          2 Answers
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          6















          Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer?




          Yes. It invites a back-and-forth discussion that takes too long.



          You take a risk whenever you communicate with an outside party. Unless you are the owner of the company, it's safer to ask for permission to send feedback in the first place.



          Assuming you asked for and received permission, which takes time, you now have to send a reply to the salesperson. Even if your comments are negative, the fact that you reply at all creates an opening for the salesperson. You are now a lead.



          The salesperson will have an answer for every objection you have. The problems you saw were fixed in the latest version. They have fired all of those terrible customer service reps. They have hired a new team of software developers that know exactly what you need.



          Salespeople are rarely interested in feedback -- they have one goal, which is to sell their product. It's their job to generate orders, even if the product has weaknesses (most do). It's not like if you tell them the product's problems they won't sell it anymore. The company has other teams devoted to user feedback. Don't try to serve as their quality control for free.



          By providing feedback you are almost implicitly saying "If you fix all these problems I will buy your product." Which is probably not the case. By providing feedback you are also implicitly asking them to give you updates when the product changes.



          Simply saying "no thank you" -- or not replying at all -- requires no explanation or further action, and lets you carry on doing your more important work. And it's not dishonest.






          share|improve this answer


























          • I agree with your overall assessment, not sure I specifically agree with your second point about requiring permission to communicate externally. businesses don't operate in a vacuum and it's part of my job to know the space and make decisions on what tools can help us deliver. I'd say that's implicit permission as stated in my question.

            – economy
            4 hours ago











          • @economy yes I am speaking generally. You may already have permission/authority by nature of your position.

            – mcknz
            2 hours ago



















          1














          You can be completely honest without engaging with the salesperson beyond a "to the point" email. You're under no obligation to provide any explanation as to why you're not interested.




          "We already have a satisfactory platform implemented. We're not
          interested in looking at anything else at this time or in having any
          further conversations. Thanks for reaching out to me."




          Then simply delete any further email communication from this salesperson. If they call you simply let it go to voicemail and then delete the message.






          share|improve this answer


























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            2 Answers
            2






            active

            oldest

            votes








            2 Answers
            2






            active

            oldest

            votes









            active

            oldest

            votes






            active

            oldest

            votes









            6















            Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer?




            Yes. It invites a back-and-forth discussion that takes too long.



            You take a risk whenever you communicate with an outside party. Unless you are the owner of the company, it's safer to ask for permission to send feedback in the first place.



            Assuming you asked for and received permission, which takes time, you now have to send a reply to the salesperson. Even if your comments are negative, the fact that you reply at all creates an opening for the salesperson. You are now a lead.



            The salesperson will have an answer for every objection you have. The problems you saw were fixed in the latest version. They have fired all of those terrible customer service reps. They have hired a new team of software developers that know exactly what you need.



            Salespeople are rarely interested in feedback -- they have one goal, which is to sell their product. It's their job to generate orders, even if the product has weaknesses (most do). It's not like if you tell them the product's problems they won't sell it anymore. The company has other teams devoted to user feedback. Don't try to serve as their quality control for free.



            By providing feedback you are almost implicitly saying "If you fix all these problems I will buy your product." Which is probably not the case. By providing feedback you are also implicitly asking them to give you updates when the product changes.



            Simply saying "no thank you" -- or not replying at all -- requires no explanation or further action, and lets you carry on doing your more important work. And it's not dishonest.






            share|improve this answer


























            • I agree with your overall assessment, not sure I specifically agree with your second point about requiring permission to communicate externally. businesses don't operate in a vacuum and it's part of my job to know the space and make decisions on what tools can help us deliver. I'd say that's implicit permission as stated in my question.

              – economy
              4 hours ago











            • @economy yes I am speaking generally. You may already have permission/authority by nature of your position.

              – mcknz
              2 hours ago
















            6















            Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer?




            Yes. It invites a back-and-forth discussion that takes too long.



            You take a risk whenever you communicate with an outside party. Unless you are the owner of the company, it's safer to ask for permission to send feedback in the first place.



            Assuming you asked for and received permission, which takes time, you now have to send a reply to the salesperson. Even if your comments are negative, the fact that you reply at all creates an opening for the salesperson. You are now a lead.



            The salesperson will have an answer for every objection you have. The problems you saw were fixed in the latest version. They have fired all of those terrible customer service reps. They have hired a new team of software developers that know exactly what you need.



            Salespeople are rarely interested in feedback -- they have one goal, which is to sell their product. It's their job to generate orders, even if the product has weaknesses (most do). It's not like if you tell them the product's problems they won't sell it anymore. The company has other teams devoted to user feedback. Don't try to serve as their quality control for free.



            By providing feedback you are almost implicitly saying "If you fix all these problems I will buy your product." Which is probably not the case. By providing feedback you are also implicitly asking them to give you updates when the product changes.



            Simply saying "no thank you" -- or not replying at all -- requires no explanation or further action, and lets you carry on doing your more important work. And it's not dishonest.






            share|improve this answer


























            • I agree with your overall assessment, not sure I specifically agree with your second point about requiring permission to communicate externally. businesses don't operate in a vacuum and it's part of my job to know the space and make decisions on what tools can help us deliver. I'd say that's implicit permission as stated in my question.

              – economy
              4 hours ago











            • @economy yes I am speaking generally. You may already have permission/authority by nature of your position.

              – mcknz
              2 hours ago














            6












            6








            6








            Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer?




            Yes. It invites a back-and-forth discussion that takes too long.



            You take a risk whenever you communicate with an outside party. Unless you are the owner of the company, it's safer to ask for permission to send feedback in the first place.



            Assuming you asked for and received permission, which takes time, you now have to send a reply to the salesperson. Even if your comments are negative, the fact that you reply at all creates an opening for the salesperson. You are now a lead.



            The salesperson will have an answer for every objection you have. The problems you saw were fixed in the latest version. They have fired all of those terrible customer service reps. They have hired a new team of software developers that know exactly what you need.



            Salespeople are rarely interested in feedback -- they have one goal, which is to sell their product. It's their job to generate orders, even if the product has weaknesses (most do). It's not like if you tell them the product's problems they won't sell it anymore. The company has other teams devoted to user feedback. Don't try to serve as their quality control for free.



            By providing feedback you are almost implicitly saying "If you fix all these problems I will buy your product." Which is probably not the case. By providing feedback you are also implicitly asking them to give you updates when the product changes.



            Simply saying "no thank you" -- or not replying at all -- requires no explanation or further action, and lets you carry on doing your more important work. And it's not dishonest.






            share|improve this answer
















            Is there any reason why I should avoid being honest and explaining that I'm a dissatisfied customer?




            Yes. It invites a back-and-forth discussion that takes too long.



            You take a risk whenever you communicate with an outside party. Unless you are the owner of the company, it's safer to ask for permission to send feedback in the first place.



            Assuming you asked for and received permission, which takes time, you now have to send a reply to the salesperson. Even if your comments are negative, the fact that you reply at all creates an opening for the salesperson. You are now a lead.



            The salesperson will have an answer for every objection you have. The problems you saw were fixed in the latest version. They have fired all of those terrible customer service reps. They have hired a new team of software developers that know exactly what you need.



            Salespeople are rarely interested in feedback -- they have one goal, which is to sell their product. It's their job to generate orders, even if the product has weaknesses (most do). It's not like if you tell them the product's problems they won't sell it anymore. The company has other teams devoted to user feedback. Don't try to serve as their quality control for free.



            By providing feedback you are almost implicitly saying "If you fix all these problems I will buy your product." Which is probably not the case. By providing feedback you are also implicitly asking them to give you updates when the product changes.



            Simply saying "no thank you" -- or not replying at all -- requires no explanation or further action, and lets you carry on doing your more important work. And it's not dishonest.







            share|improve this answer














            share|improve this answer



            share|improve this answer








            edited 5 hours ago

























            answered 5 hours ago









            mcknzmcknz

            19.9k86480




            19.9k86480













            • I agree with your overall assessment, not sure I specifically agree with your second point about requiring permission to communicate externally. businesses don't operate in a vacuum and it's part of my job to know the space and make decisions on what tools can help us deliver. I'd say that's implicit permission as stated in my question.

              – economy
              4 hours ago











            • @economy yes I am speaking generally. You may already have permission/authority by nature of your position.

              – mcknz
              2 hours ago



















            • I agree with your overall assessment, not sure I specifically agree with your second point about requiring permission to communicate externally. businesses don't operate in a vacuum and it's part of my job to know the space and make decisions on what tools can help us deliver. I'd say that's implicit permission as stated in my question.

              – economy
              4 hours ago











            • @economy yes I am speaking generally. You may already have permission/authority by nature of your position.

              – mcknz
              2 hours ago

















            I agree with your overall assessment, not sure I specifically agree with your second point about requiring permission to communicate externally. businesses don't operate in a vacuum and it's part of my job to know the space and make decisions on what tools can help us deliver. I'd say that's implicit permission as stated in my question.

            – economy
            4 hours ago





            I agree with your overall assessment, not sure I specifically agree with your second point about requiring permission to communicate externally. businesses don't operate in a vacuum and it's part of my job to know the space and make decisions on what tools can help us deliver. I'd say that's implicit permission as stated in my question.

            – economy
            4 hours ago













            @economy yes I am speaking generally. You may already have permission/authority by nature of your position.

            – mcknz
            2 hours ago





            @economy yes I am speaking generally. You may already have permission/authority by nature of your position.

            – mcknz
            2 hours ago













            1














            You can be completely honest without engaging with the salesperson beyond a "to the point" email. You're under no obligation to provide any explanation as to why you're not interested.




            "We already have a satisfactory platform implemented. We're not
            interested in looking at anything else at this time or in having any
            further conversations. Thanks for reaching out to me."




            Then simply delete any further email communication from this salesperson. If they call you simply let it go to voicemail and then delete the message.






            share|improve this answer






























              1














              You can be completely honest without engaging with the salesperson beyond a "to the point" email. You're under no obligation to provide any explanation as to why you're not interested.




              "We already have a satisfactory platform implemented. We're not
              interested in looking at anything else at this time or in having any
              further conversations. Thanks for reaching out to me."




              Then simply delete any further email communication from this salesperson. If they call you simply let it go to voicemail and then delete the message.






              share|improve this answer




























                1












                1








                1







                You can be completely honest without engaging with the salesperson beyond a "to the point" email. You're under no obligation to provide any explanation as to why you're not interested.




                "We already have a satisfactory platform implemented. We're not
                interested in looking at anything else at this time or in having any
                further conversations. Thanks for reaching out to me."




                Then simply delete any further email communication from this salesperson. If they call you simply let it go to voicemail and then delete the message.






                share|improve this answer















                You can be completely honest without engaging with the salesperson beyond a "to the point" email. You're under no obligation to provide any explanation as to why you're not interested.




                "We already have a satisfactory platform implemented. We're not
                interested in looking at anything else at this time or in having any
                further conversations. Thanks for reaching out to me."




                Then simply delete any further email communication from this salesperson. If they call you simply let it go to voicemail and then delete the message.







                share|improve this answer














                share|improve this answer



                share|improve this answer








                edited 3 hours ago

























                answered 3 hours ago









                joeqwertyjoeqwerty

                2,485518




                2,485518






















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