Beyond the stated request.
WHAT THEY ASK FOR
A specific action or answer.
WHAT THEY ACTUALLY WANT
An outcome.
WHY THAT DISTINCTION MATTERS
The requested action is frequently not the best route to the outcome.
WHAT TO ASK
What are you trying to achieve?
WHEN TO ASK IT
When the request seems unusual, or when it will not work.
WHAT TO AVOID
Asking it in a way that sounds like refusal.
HOW TO PHRASE IT
So I give you the best answer, what are you trying to do?
WHAT THAT FREQUENTLY REVEALS
A simpler solution A misunderstanding of what the product does A problem elsewhere
WHAT EXAMPLE LOOKS LIKE
Someone asking to increase an upload limit, who actually needs a different way to transfer a large file.
WHAT TO DO WITH THE UNDERLYING NEED
Address it, and explain why.
WHAT TO BE CAREFUL WITH
Overriding a customer who knows exactly what they want.
HOW TO TELL
They will say so.
WHAT TO DO THEN
Do what they asked, noting any concern once.
WHAT MOST CUSTOMERS WANT FROM SUPPORT ITSELF
To be taken seriously Not to repeat themselves A clear answer An accurate expectation of timing
WHAT NONE OF THAT REQUIRES
Exceptional effort.
