A two-way readback after customer interviews

An interview note can sound certain even when the customer and account team mean different things by “urgent,” “ready,” or “solved.” Before turning feedback into a commitment, try a two-way readback:

• Summarize the need in the customer’s words, separating what they asked for from what you inferred.
• State what your team can own now—and what is still undecided.
• Invite the customer to correct the summary before anyone treats it as an agreed next step.

For example: “I heard that the handoff is delaying your team’s review. We can map where it stalls; changing the workflow isn’t committed yet. Did I understand the impact correctly?”

This makes room for correction without promising a fix the team hasn’t agreed to deliver. A clear understanding is progress; it is not yet an agreement.