My best response to people threatening to sue you:

“I’m sorry to hear that, as per our company guidelines as of now all our communications will have to go through our legal department.”

So far nobody has ever requested their contacts, 80% magically become reasonable, 20% hang up and never call back.

Sorry I can’t find it in my bookmarks and google just wants to sell me orange speakers :/

There is a very good anecdote that I always use to explain that phenomenon.

A research program made a new research group to help them design a Bluetooth speaker. They asked them to help them brainstorm a color for a new product release (a bluetooth speaker). The group sits down and brainstorms the details of the product, they look for colors that reflect the qualities that they want to see in that product. They come out with orange (power, energy and easy to notice so it won’t be lost).

The research team thanks them for their help and as a bonus tells them to pick up a free product as they exit. There they make two piles of speakers, one orange and one black. As the participants of the research group exit they all pick up a black speaker instead.

They get questioned after that and the majority say they like the versatility of the black color which outweighs all the other qualities they have brainstormed on.

Its a very important part of the business to realize, just because people say you’re missing a x product and promise they will support you if they bring it in, doesn’t mean it will translate to reality.

You see a similar anecdote in a post that appeared recently and a guy invested in a business in a small town. All the folks in the town wanted an artisanal ice cream shop, but when he opened one - no one showed up.