Sure, asking questions and building rapport helps... and we have no idea if they did that or not. We don't know how they came about giving their advice to those

Sure, asking questions and building rapport helps... and we have no idea if they did that or not. We don't know how they came about giving their advice to those particular people, we don't know what that advice was, and we don't know why they refused to heed it. Even if I had the urge to judge them on whether or not they were showing hubris in that situation, I would have to conclude I don't have enough information to do so.