The conversations that go wrong

"The website says something different."

Say

"It might, and it's being corrected. Here is the position, and it's the one I'll hold you to and you can hold me to."

State the open band, the holding rule and the D18 wording; tell Alex and John which page. Known website errors (24 September 2026): "Locked.", "all six platforms", "no add-ons", "61 live features", Pulse, SLA, Legal SKU and Microsoft Marketplace on Standard, and a firmer annual contract than D18.

"We'll come back to it in six months."

Say

"That's fine, and I'd rather you did it properly than quickly. One thing to know, so it isn't a surprise later: by then you'll be in whichever band is open, or at Standard after 31 December, and that difference is permanent rather than a one-off. If the timing genuinely is wrong, tell me when to come back and I will."

Book their date. No further push.

"Why pay up front with no trial?"

Say

"Fair question. At launch we've chosen paid sign-ups because people who pay tend to use what they buy. What I can do is take the risk out in other ways: you start on a rolling monthly basis, Holly starts at Suggest, so it suggests and you decide, approvals are on, and we'll book a 30-day review now. If it isn't working at that review, you'll hear it from me before you have to say it."

Never promise a refund or "cancel any time": cancelling gives up the founding rate. If they haven't seen it, make the first-call offer, word for word:

Say

"Thirty minutes. We'll show you Holly drafting for someone in your role, on a demo workspace, and you can judge it for yourself."

Alex or John run demos at launch.

"More time at that band's price?"

Say

"No. The date and the band are the same for everyone, and if I moved them for you, they'd mean nothing to anyone else."