As asked
A large customer asks for a custom workflow that would close the deal but create long-term maintenance burden. How do you decide whether to build it?
Sample answer outline
The candidate should quantify the value, cost, and strategic fit rather than giving a reflexive yes or no. Strong answers identify whether the request generalises to a market segment, whether it can be expressed as configuration, and who owns support after launch. They should bring product, engineering, sales, and customer success into a decision with explicit tradeoffs. If they push back, they should offer a narrower alternative that solves the customer's real workflow. A weak answer either caves to revenue pressure or hides behind engineering purity without engaging the business context.
Expect these follow-ups
- What evidence would make you change your mind and build it?
- How do you document the support boundary?
- How do you handle sales promising it before engineering agrees?
tradeoffscustomer-commitmentsmaintainability