The PM’s Guide to Turning Customers into Product Insights

Save this document and reference it before every tough feedback call

🎯 Before You Call

Mindset Check:

• Your goal is to understand, not defend
• They’re frustrated humans, not enemies
• This is research, not damage control
• Listen 80%, talk 20%

Preparation:

• [ ] Read their exact feedback/review
• [ ] Note their specific words and phrases
• [ ] Have a notepad ready (or recording permission, or an ai note taker)
• [ ] Clear your calendar for 30+ minutes (add a 15 minute buffer at the end these calls always go over)

📞 The Call Framework

Opening (Set the tone)

Goal: Show you care and create psychological safety

Choose one:

• “Hi [Name], I saw your feedback and I genuinely want to understand what happened”