How to Respond to “We Tried Something Similar and It Didn't Work”
“We tried something similar and it didn't work.”
The buyer had a bad experience with a product like yours. Three ways to find out what went wrong and show, with facts, that it won't happen again.
Practice this objectionWhy buyers say it
The buyer isn't talking about your product. They're talking about a wound. They spent money, time, and credibility on something that was sold to them well and then let them down, and now you look like the same story with a different logo. Their skepticism isn't aimed at you, it's aimed at the category. Until you understand exactly what went wrong, anything you say sounds like what the last seller told them. The good news: someone who already tried has already acknowledged the need. You don't have to convince them the problem exists, only show that this time the solution differs in one specific way.
What it often means
- Wasted money and time they feel responsible for
- Fear of looking foolish again in front of partners or coworkers
- Never really understanding why the other tool failed
Three answers that work
I'm sorry, that stings. Can I ask what exactly didn't work? I don't care about the product name. I want to know whether the problem was the tool, how it was set up, or the timing. Then I'll tell you whether that part is different with us or not.
Why it works: Before defending yourself, you ask for the diagnosis. Often the buyer realizes, while telling the story, that the failure had a specific, fixable cause. And you get to respond to that cause instead of a blanket judgment.
Then let's do the opposite of what happened last time. Tell me what you were promised that never showed up, and I'll tell you honestly what we do and what we don't. If we don't cover the thing that matters to you, I'll say so right away and we part ways.
Why it works: You use the past disappointment as a checklist. Stating your limits up front is the one thing the previous seller didn't do, and the buyer notices. Being willing to say no sets you apart.
I get that you don't want another leap in the dark. Let me suggest a tiny step: [a test on one real case] over [short time], without installing anything permanent. If you don't see a concrete difference from last time, it ends there and costs you nothing.
Why it works: You shrink the stakes to the minimum. Someone who's been burned won't commit blind again, but a short, reversible test is a risk they can accept, and they'll make the comparison with the previous experience themselves.
Avoid this one
Well, that was a different product. Ours is completely different, there's no comparison.
Why not: You dismiss their experience without understanding it, and to the buyer it sounds exactly like what anyone trying to sell them something would say. You've proven nothing. You've just said “trust me,” which is precisely what they no longer want to do.
Example dialogue
BuyerWe already installed an abandoned-cart plugin two years ago. It recovered nothing, so we pulled it.
YouThat's a shame, because the idea is sound. Do you remember what it sent and when? An email right away, after a day?
BuyerA generic email after an hour, always the same one. Nobody opened it.
YouThen the problem was the message, not the idea. With us, you write the message, it includes the name of the product left in the cart, and you pick when it goes out. Want to turn it on for a single product for two weeks and look at what happens together?
BuyerOne product, two weeks, I can do that.
Practice this objection
A simulated buyer says it to you out loud (or in writing), you answer, and you get a score plus the model answer. Free, no account, 2 minutes.
FAQ
How do I find out what went wrong without trashing the competitor?
Ask about the process, not the product: what it was supposed to do, how it was configured, who was responsible for it, how long before they gave up. You never have to say the other one was bad. Usually it turns out the setup, the time, or an owner was missing, and those are things you can show you handle differently.
What if the reason it failed applies to my product too?
Say so. If it failed last time because nobody at the company had time to manage it, and your product needs the same attention, the buyer will find out anyway. Better to propose a fix for that problem, like hands-on support at the start, or admit it may not be the right moment. Honesty here is worth a future sale.
How small should the test be for someone who's been burned?
Small enough that it requires no heavy decision: one case, one product, one department, for a short and defined period. The buyer should be able to say “if it doesn't work, I've lost an hour.” Agree in advance on what you'll look at when it's over, so the result is clear to both of you and there's no argument afterward.