> [...] I decide to take the time to explain [...] Do you just explain or do you start by asking a question? What I usually go with is _asking_ what they want

> [...] I decide to take the time to explain [...] Do you just explain or do you start by asking a question? What I usually go with is _asking_ what they want to achieve. Because usually, the user describes features/functions/forms instead of explaining the business case. And while the user describes a business case (a thing that generates him money/...) it becomes obvious how/why to implement the request. So often, people forget to just ask and listen.