What it usually means
Either a real gap, or a feature they think they need to achieve a goal you can reach another way.
The approach
Ask what the feature would let them do. Often the goal matters more than the feature itself. Be honest if it's a real gap.
What to say
1Good to know. What would that feature let you do? There might be another way to get the same result.
2How important is it compared with the other things we discussed? Is it a must-have or a nice-to-have?
3You're right, we don't have that today. Here's how other customers handle it, and here's what's on our roadmap.
Adapt the words so they sound like you. Then say them out loud a few times before your next call.
What to avoid
- Promising features that don't exist
- Dismissing the request