Customer interview script — word for word

"Hi [name], thanks for taking the time. Quick context before we dive in: I\'m [your role] at [company], and I\'m researching how teams handle [problem domain]. This isn\'t a sales call — I\'m trying to learn, not pitch.

You\'ll hear me ask 80% of the questions, and I\'ll mostly be listening. There are no wrong answers. If something I ask doesn\'t make sense, just tell me — that itself is useful data.

Quick note: I\'m recording this for my own notes only. The recording stays internal — let me know if you\'d rather I didn\'t record.

Sound good? OK, let\'s start with you. Tell me a bit about your role and what your typical week looks like."

Why this works: Sets expectation that you\'re not selling. Asks for recording consent explicitly. Opens with their world (low-stakes, builds rapport).

"That\'s really helpful context. Let me ask about something more specific.

You mentioned [specific challenge they raised]. Tell me about the last time that actually happened. Walk me through the day."

Why this works: The phrase "walk me through the day" forces specific past events instead of generalities. References something they actually said (not a leading question).

The most useful sentences in customer interviews aren\'t questions — they\'re follow-ups that get the interviewee to say more.

• "Tell me more about that."
• "Walk me through that step by step."
• "What did you do next?"
• "Can you give me a specific example?"
• "What was that like for you?"
• "Why was that frustrating / surprising / important?"
• "Help me understand — when you say [their phrase], what does that mean exactly?"
• "Hmm. [pause]"

Why this works: Each phrase is a permission to keep talking. The pause + "Hmm" is the most underrated tool — silence forces them to fill the gap with detail.

Sometimes interviewees ask: "So what are you building?" or "When can I use it?" — that\'s the moment most founders blow the interview by switching to pitch mode.

"Honest answer: we\'re still figuring it out. That\'s why I\'m asking these questions — I want to make sure we build something that actually solves the problem you just described, not something that sounds clever to us.

Happy to share more once we have something to show. Mind if I follow up when there\'s a beta?"

Why this works: Doesn\'t lie (you DO have an idea). Doesn\'t pitch (no features mentioned). Reframes them as an expert helping you, not a prospect being sold. Closes with a follow-up commitment ask.

"A few last questions about the business side of this. How does your company currently spend money or time on this — tools, contractors, your own hours?

[After they answer:] Got it. If a solution existed that completely solved this for you, what would the budget process look like? Who would need to approve a purchase?"

Why this works: Asks about current spending (real number) before asking about future spending (hypothetical). Reveals decision-makers without sounding salesy.

"This was incredibly useful — thank you. Last few questions.

Anything I should have asked but didn\'t?

[After answer:] Who else faces this problem that I should talk to? Anyone come to mind?

[After answer:] Last thing — when we have an early version, would you be open to trying it? And if it solves what we just talked about, would you put down a small deposit to be first in line?"

Why this works: "Anything I should have asked" surfaces what you missed. The intro ask multiplies your interview pipeline. The deposit ask separates real interest from polite interest — verbal "sure" means nothing; their response to a deposit ask tells you everything.