One of my teachers used to express this succinctly the following way - Imagine a patient going to a doctor and asking a course of antibiotics. Any doctor would

One of my teachers used to express this succinctly the following way - Imagine a patient going to a doctor and asking a course of antibiotics. Any doctor would erase that request and start asking the patient to describe their problem. This, he said, is the core of how a user feedback conversation should go.