User Who Left Because I Was Too Slow to Say No

Someone asked for a feature. I said maybe. Told them I'd think about it. Kept them waiting for six weeks.

They left. Not because I said no. Because I never said anything.

I thought I was being thoughtful. I was actually being indecisive, and indecision is its own kind of no, just slower and more painful for everyone involved.

Now I answer faster. Yes or no or here's what I need to know. It feels blunt. It's also the thing that has kept more customers than any feature I've built.

Do you say no quickly or do you let things drift? And has drifting ever cost you someone?