"What specifically didn't work? Was it the tool, the implementation, or the adoption? I want to understand what happened so I can speak directly to it."
"Failures are data, not verdicts. The question is whether the failure was inherent to the category or specific to that solution. What broke last time?"
"I appreciate you sharing that — it means I can actually tailor this to your situation rather than pitching generic features. What was the specific failure point?"
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