This is the way!
"Walk us through a recent situation..."
Open-ended/story-driven questions
“Let me show you how it works!”
Rushing to pitch a solution
Kate mentions reviewing “good nuggets”
Past notes / context gathering in advance
Kate plans to send this to Pierre after the interview
Thank you note
"I want to make sure we've captured your main concerns correctly"
Demonstrating listening & Reflecting back understanding
“Most people find it very intuitive…”
Being dismissive and/or defensive
This would have better aligned Kate & Gus’ conversation with Pierre
Discussion guide
This would have made wrapping up clearer
Setting expectations on next steps
“That’s really helpful feedback, Pierre”
Creating psychological safety
*Glances at phone*
Being distracted while facilitating
“We really understand their core ___________ FIRST before talking solutions”
Workflows / Challenges
"We'd love to circle back for a live testing session"
Establishing permission for future engagements
“Actually, while Gus works on the screen sharing issue…”
Being flexible, and continuing through difficulties
“Don’t you think this would save your team tons of time?”
Leading questions
Doing this in advance might have prevented on-screen scramble
Tech check / environment prep and practice
“Your feedback will directly contribute to active strategic conversations…”
Demonstrating listening, validating customer contribution