Tell me about a time a customer asked for something that was not the right solution for them. What did you do?

What the interviewer is looking for

• This question tests customer focus. Puts the customer's real outcome first, even when that means advising against what they asked for.
• What to bring out: Understood the underlying need, explained concerns with evidence, offered a better alternative, and respected the customer's final decision.
• Expect a follow-up like: What happened in the end, and would you handle it the same way again?

Another way it may be asked: Think of a time a client was set on an idea you thought was a mistake. How did you handle it?

A structure to follow: STAR, with the weight on Action and Result

1. Step 1

   Situation

   One or two sentences: where, when and what was at stake. Pick a real example you were close to.

2. Step 2

   Task

   What you personally were responsible for. Say "I", not only "we", so the customer focus you showed is visible.

3. Step 3

   Action

   The two or three things you did and why you chose them over the alternatives. This should be about half your answer.

4. Step 4

   Result

   What changed, in your own measure of it, and what you would do differently. Only use numbers you can stand behind.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Describing what the team did without saying what you did.
• Choosing an example with no clear outcome, or one you cannot answer detailed questions about.
• Ending on the action and skipping the result and what you learned.

How to practise it

Write two bullet points for each STAR letter, then say the answer aloud in about two minutes.

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