During validation calls for Merge, prospective customers expressed extreme annoyance with the status quo but were skeptical the founders could technically solve it. This combination was the ultimate signal: the pain was immense, and a successful solution would be highly defensible and valuable.
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When a prospect asks for a free pilot, treat it as a sign that you failed to build enough confidence in the outcome. Instead of agreeing, diagnose their uncertainty by asking what they still need help predicting. This shifts the conversation back to value and avoids deploying your best resources on your least committed customers.
True problem agreement isn't a prospect's excitement; it's their explicit acknowledgment of an issue that matters to the organization. Move beyond sentiment by using data, process audits, or reports to quantify the problem's existence and scale, turning a vague feeling into an undeniable business case.
While customer feedback is vital for identifying problems (e.g., 40% of 911 calls are non-urgent), customers rarely envision the best solution (e.g., an AI voice agent). A founder's role is to absorb the problem, then push for the technologically superior solution, even if it initially faces resistance.
Product teams often fear showing prototypes because strong customer demand creates pressure. This mindset is flawed. Having customers eager to buy an unbuilt feature is a high-quality signal that validates your roadmap and is the best problem a product manager can have.
Product-market fit isn't just growth; it's an extreme market pull where customers buy your product despite its imperfections. The ultimate signal is when deals close quickly and repeatedly, with users happily ignoring missing features because the core value proposition is so urgent and compelling.
To land its first skeptical customers like Drada, Merge offered its platform for free for two months without a contract. This de-risked the decision for the customer and allowed Merge to prove its product's value and the team's responsiveness before asking for a financial commitment.
To truly validate their idea, Moonshot AI's founders deliberately sought negative feedback. This approach of "trying to get the no's" ensures honest market signals, helping them avoid the trap of false positive validation from contacts who are just being polite.
Don't just list all your features. To build a strong 'why us' case, focus on the specific features your competitors lack that directly solve a critical, stated pain point for the client. This intersection is the core of your unique value proposition and the reason they'll choose you.
