In the early days, I followed the advice literally.
I thought the point was to collect feedback. Feature requests. Bugs. Confusion.
But here’s what I learned after 200+ calls:
The real skill isn’t talking to users.
It’s interpreting them.
Customers will:
- Ask for features they don’t need
- Complain about problems that aren’t real blockers
- Push for “improvements” that would make the product worse
It’s our job to dig deeper:
- Why are they asking for that?
- What’s the actual outcome they want?
- Is this one user’s edge case or a broader problem?
One of our earliest requests was for a feature that seemed critical - until I hopped on a call and realized they were just struggling with their no-code tool.
Another user flagged a product bug that turned out to be unrelated confusion about their own customer’s behavior.
If I had taken either request at face value, we would’ve wasted weeks building the wrong things.
Don’t just ask questions. Learn how to dig deeper.
That’s when the insights actually show up.
p.s. we make it easy for devs to access meeting recordings, transcripts and metadata. try Recall.ai for free
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