Article · 8 min read

Start with the problem to achieve better solutions

Stephen Forbes · Intercom Free Beginner

This is the principle behind the first half of your answer: a request is a proposed solution, so back up to the problem before you accept or reject it. It shows how starting from the problem often reveals a better fix than the exact feature asked for. Handy for reframing a no as a redirect to the real need.

• Every feature request is a solution, so find the problem behind it
• Starting from the problem often beats the exact feature requested
• A no lands better when paired with the real problem you heard