"That's a fair concern, and I don't want to dismiss it. What went wrong before — the product, the support, or the relationship?"
"Can you tell me a bit more about what happened? I'd rather understand the past issue so I can show you specifically how we handle it differently."
"I hear you — and I can't undo what happened before. What I can do is offer a pilot phase, a dedicated point of contact, and a clear escalation path. Would that change the calculus?"
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