The customer was wrong

A customer told me my product was too expensive. Said they loved it but couldn't justify the price. I immediately started thinking about lowering it.

Then I looked at how they were using the product. They'd logged in twice in three months. Barely touched the core feature. Were essentially paying for something they weren't using.

They weren't saying it was too expensive. They were saying they weren't getting enough value. Those are completely different problems.

I didn't lower my price. I reached out and asked what they were actually trying to do. Turns out they'd misunderstood the whole point of the product. I spent 20 minutes on a call with them. They're still a customer.

I almost changed my entire pricing model because of one person who wasn't even using the thing.

Have you ever almost made a big decision based on one person's feedback? How do you tell the difference between "my product is wrong" and "this one person isn't using it right"?