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+1.

Most of the support cases I get (meaning they've escalated through 2 to 3 layers of support engineering) are XY Problems (1). The customers are smart, and typically their issue is knowing too much about one aspect of the thing they're trying to solve. They used the sickle to cut their wheat, so yup, they're going to use the sickle to dry it, bale it, and tow it to market.

Ignoring everything they're doing, and even their initial question, typically leads to better outcomes. (Except in the cases where it turns out they really do have to be doing it in this backwards manner).

1. https://en.wikipedia.org/wiki/XY_problem






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