> It is possible to take someone's lived experience seriously while still realizing that they don't have all the answers and they have biases. That's excellent

> It is possible to take someone's lived experience seriously while still realizing that they don't have all the answers and they have biases. That's excellent advice for almost any encounter in day to day life, including tech support. Something that the people I work with love is that if they say there is a problem, I believe there is a problem. It might not be specifically what they said, or what they said might be impossible, but if you can picture their point of view, their knowledge, and try to imagine a situation that would look like what they described you can often dive directly to the problem.