Walk the Customer Discovery Call
Use reflection and empathic inquiry to uncover the need behind a feature request.
Customer pressure A $420K customer asks for a bulk override button by quarter end. The fastest yes may create the wrong product commitment. Request versus need Listen for the workflow behind the ask Reflect the requested outcome, affirm the pressure, then ask for the last real instance. The goal is not to challenge the customer; it is to understand the job the request is trying to do. Promise feature Makes the customer feel heard briefly, but may build the wrong thing. A solution space instead of a single demanded button. The feature request is data, not the diagnosis. Hear the…
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