1. My Goal
One question about their world, not a feature. “How do they currently decide which client to call first?” is a goal. “Get them to like our dashboard” is not.
By the end of this call I want to understand...
2. What I think I know
Write down what you believe is true but haven't checked. Then decide how you'd notice if you were wrong. This is what stops you from hearing only what you expected.
- I believe...
- I'd know I'm wrong if they said...
3. My five open questions
Start each with a story prompt, then run the 4-part test: does it hold the answer, hint at one, allow yes/no, or ask about the future?
- Tell me about the last time...
- Walk me through...
- What happened next?
- How did you decide?
- What else did you try?
Neutral follow-ups to keep handy (Use freely)
None of these contain an opinion, an answer, or a hint. Use them as often as you like.
- “Tell me more about that.” — After any answer that made you curious
- “What happened next?” — When the story stops early
- “Can you give me an example?” — When you hear “always” or “usually”
- “How did you handle that?” — When they describe a problem
- “What made you decide that?” — When they describe a choice
- “What did you try before?” — When they mention a workaround
- “Who else was involved?” — When you're mapping how work really happens
- “What was going through your mind?” — When they hesitate or go quiet
- “What should I have asked that I didn't?” — The last question of the call
Phrases I want to avoid (Watch for these)
- Wouldn't you agree...
- Don't you think...
- Would you use...
- How much do you love...
- Most people find...
- So the real problem is...
- Is it easy/clear/useful?
If you slip: “Let me rephrase that. I don't want to put words in your mouth.”
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