Developing practical empathy

- And so once you see the problem, you will realize that the people who are experiencing the problem don't know what you know, don't see what you see, might not even want what you want, that you're an expert at this, you know a way to work your way through it without it being a problem but they don't. So I call this practical empathy, the willingness to acknowledge that other people don't have what you have, see what you see, believe what you believe and that's okay because if we blame the customer, if we say the customer was experiencing a problem is wrong, well, then they're not going to be our customer for very long and we haven't apparently talked about clever ways to be creative. That's 'cause you already know clever ways to be creative. What's missing is the bigger framework that says this is our job. Our job is to identify problems to be solved because no solution to any of the problems we find is going to be…