Acknowledge, then ask
Show you heard it, then ask an open question before you respond.
“That is good to know, and I will not ask you to change anything. How has it gone so far? Anything working very well, and anything you are still waiting for?”
How to respond to “We just rolled out something else”
Customers say “We just rolled out something else” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
The customer has recently spent time and money on a change and is tired of change. They may be unwilling to admit the new system has problems, or it may be going well. Either way, it is a bad moment to propose a replacement, but an acceptable moment to ask how it is going.
Typical in: Software and SaaS, Professional services, Manufacturing and logistics
How to respond
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Exit gracefully
End politely and leave the door open. A respectful no can still be a good call.
“Understood, it is too early to judge. May I check in again in a few months, once it has settled, and ask how it is working out? Then you can tell me if there is a gap.”
Reframe around the outcome
Move from the objection to the result the customer said they want.
“If there is something your new set-up does not cover, we may fit alongside it without replacing anything. Would it be worth a short conversation to see if there is such a gap?”
The follow-up question
After your response, ask:
What do you hope the new set-up will have solved by the end of the year?
What not to say
Avoid: That was probably a mistake, ours is better.
Criticising a decision the customer has just made insults them and the colleague who chose it. You lose the relationship over a point you cannot prove.
Practise it out loud
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionQuestions about this objection
What does “We just rolled out something else” really mean?
The customer has recently spent time and money on a change and is tired of change. They may be unwilling to admit the new system has problems, or it may be going well. Either way, it is a bad moment to propose a replacement, but an acceptable moment to ask how it is going.
How do you respond to “We just rolled out something else”?
Acknowledge, then ask: “That is good to know, and I will not ask you to change anything. How has it gone so far? Anything working very well, and anything you are still waiting for?” Exit gracefully: “Understood, it is too early to judge. May I check in again in a few months, once it has settled, and ask how it is working out? Then you can tell me if there is a gap.” Reframe around the outcome: “If there is something your new set-up does not cover, we may fit alongside it without replacing anything. Would it be worth a short conversation to see if there is such a gap?”
What should you ask after “We just rolled out something else”?
What do you hope the new set-up will have solved by the end of the year?
What should you not say when a customer says “We just rolled out something else”?
Avoid “That was probably a mistake, ours is better.” Criticising a decision the customer has just made insults them and the colleague who chose it. You lose the relationship over a point you cannot prove.
Keep exploring
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.