Once you see that an answer is not serving its question properly anymore, it should be tossed away. It's just their natural life cycle.
They usually kick and scream, raising one hell of a ruckus when we ask them to leave. Especially when they have been with us for a long time.
You see, too many actions have been based on those answers. Too much work and energy invested on them. They feel so important, so full of themselves. They will answer to no one. Not even to their initial question!
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.
Let us take a look at how one of these scholars or critics goes about his work. Let’s say he is going to write a commentary on a particular painting. If he is not a man of intuition, certain features will characterize his approach. First he will try to place the painting genealogically, or he will try to define the painting by assigning it to a particular school. He feels uneasy unless he succeeds in doing this.
But more than anything, he is extremely wordy. He seems incapable of speaking of beauty without innumerable layers of adjectives.
One can study an object and note its features, but that only touches the surface. A knowledge of an artwork’s properties does not lead to an understanding of its essence.