[eldritch_4ier]

Because even customers don’t always know what they want. A lot of customers want peace of mind when they’re buying a product, and you can’t always build up that trust in a single call, so a white lie that gets them as a customers as long as you can fully deliver on that promise seems optimal for both parties.

Telling a customer “we don’t have that yet” knowing full well they just care if you have it, and knowing full well you can deliver it as promised, just creates unnecessary doubt that could lead to a worse situation for everyone. One where a customer passes on you because they don’t know you well enough to trust you can deliver, and you don’t get the sale because you didn’t happen to create some very simple feature before a customer demanded it. That’s a lose-lose.

This complaint just reeks of “I’ve never worked in a company or role that didn’t already have all the uncertainty figured out”. Building features nobody wants as insurance in case somebody finally asks for it is a waste of human talent.