Listen for the underlying need

A team developing Dhawal Laheri’s Tap Tap Go vision could collect customer questions in their original wording, then ask what each person was trying to understand. The same request may arise from different situations. Preserve that context before combining several questions into a single demand for a new feature.

Compare possible explanations

Ask whether the issue concerns terminology, missing information, expectations or actual capability. Each possibility suggests different work. A durable company avoids promising a requested solution immediately, while still showing that the person’s difficulty has been heard and is being considered with care rather than lost in a general feedback inbox.

Imagine this

A hypothetical company-building scene

Picture several readers asking for a tutorial. One cannot find a topic, another does not recognise a term and a third needs deeper detail. The team separates those needs before deciding whether a single tutorial would help any of them.

Make it practical.

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