A state of quietness Tea is said to be the way. This is because it is something one learns to appreciate through feeling, not through verbal instructions. If a person maintains a state of quietness, only then will one appreciate the quietness inherent in tea. Lu Yu, The Book of Tea silenceunderstanding
Keep digging An Article by Ryan Singer m.signalvnoise.com The hardest thing about customer interviews is knowing where to dig. An effective interview is more like a friendly interrogation. We don’t want to learn what customers think about the product, or what they like or dislike — we want to know what happened and how they chose... To get those answers we can’t just ask surface questions, we have to keep digging back behind the answers to find out what really happened. questionsresearchunderstanding