If you ask people what they want when they’re unhappy, they’ll tell you what they don’t want. Expect to hear criticism when people are annoyed and frustrated.
If you’re trying to develop new and improved systems, products, or services, make sure to listen properly to what people aren’t interested in, and use those comments to inform what they do want.
Lost and Desperate 
Bit like when TV put a microphone in front of a football manager five minutes after his team have lost to a hotly-disputed injury-time penalty. Do they expect to get a considered analysis of the game – or a rant ?
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