This is a typical response that any organization that is seriously concerned to address the customer careabouts but also operates a tight ship will do.
Any specific requests for a feature will go through such scrutiny. This is at stage one: evaluate the rationale for the change and its "popularity" among customers (or if the customer is large enough). If that is deemed worth of consideration, then proceed to stage two, which is to divert resources to analyze the impact on the existing code base or design, as well as implementation efforts and test. If all is green, then prioritize the tasks and have a realistic timeline for implementation, testing and release. (Other steps will be required depending on the task).
Kudos to Brymen for not overpromising or completely ignoring the request!