You have to be flexible with how you classify your product. If you are stuck in "maintenance\small tweaks only" mindset you will constantly find excuses to say "no".
New features will break your model. It is your job to try and figure out if it is worth the cost. I typically use the "common customer" argument. If this would be useful to the "common customer" it gets serious consideration.
On hand holding:
Most people will "get" your product and stop calling you. There will be some who call all the time. You can use these calls to help direct your work eg: "I'm getting 15 calls a week about username\password issues, it is time to rethink the login\password reset process."
You have to be flexible with how you classify your product. If you are stuck in "maintenance\small tweaks only" mindset you will constantly find excuses to say "no".
New features will break your model. It is your job to try and figure out if it is worth the cost. I typically use the "common customer" argument. If this would be useful to the "common customer" it gets serious consideration.
On hand holding:
Most people will "get" your product and stop calling you. There will be some who call all the time. You can use these calls to help direct your work eg: "I'm getting 15 calls a week about username\password issues, it is time to rethink the login\password reset process."