Conversation has been consistently a model in my head of being human. For quite a while I’ve spoken about how we’re not taught at any time in our life how to ask a question, and how to talk on the phone. And most people think they know how to ask a question, and they know how to talk on the phone. And yet I found that 98% of questions are either bad questions or speeches. And most phone calls are terrible.
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You have to think with your users, with your customers, what is your actual relationship? Are they your gods? Are they your guests? Are they a nuisance to you? Because you know where the power is.