The customer who says "it's broken" might mean ten different things.

Before you can solve a problem or serve a need, you have to understand it fully. Assumptions lead to wrong solutions, wasted time, and frustrated customers. Questions are your most powerful diagnostic tool.

What they say

"My device isn't working."

What they might mean

·It won't turn on
·It's not charging
·The taste is wrong
·The light is blinking
·It's making a noise
·They don't know how to use it