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.
Choi: I love [this contemporary banana cream pie] because sometimes new presentations create that iconic or nostalgic thing, but then they don't taste like nostalgia. But this one tastes like a banana cream pie.
Puck: So many young chefs today forget that food has to be delicious. If it's not delicious, why do it? If it's just interesting, you go once, that's it – "okay, I get it, but I don't want to go back."
Choi: I hear you chef. That's what I teach my cooks. I say, "You can do anything you want, but if you can't beat a banana cream pie, then the banana cream pie still wins." In most cases they don't. They can't beat the original.