> My point is maybe we should stop being so antagonistic to the customer. I don't see anyone being antagonistic. The attitude you are thinking of antagonism to

> My point is maybe we should stop being so antagonistic to the customer. I don't see anyone being antagonistic. The attitude you are thinking of antagonism to me is more like: we're treating them like all other humans, namely lacking good articulation skills and rarely going in deeply analyzing what is that they truly want. And it's not about customers being "right" or "wrong". It's about making a sale. And many customers will not give you several chances. Hence, the strategy of "do your absolute very best to figure what they really need even if that means not immediately accepting what they say they want as the truth" is optimizing for the very limited amount of tries to get it right. It's quite logical IMO and there's nothing antagonistic or demeaning in this process.