Solutions to problems and problems raised by customers

I was puzzled about the topic before I wrote this article. The scope of the topic is too wide, no specific to what the problem, regardless of the scope of the topic is how big, but also said that the problem of the proposed and the solution of the idea.
I found some of my colleagues in the problem always can not be solved independently, or do not know how to solve, there is no way to ask their supervisor to help solve, over time, also become unable to fools. What I want to say now is not why it becomes fools, I want to say a solution to the problem.
I used to do three years in the factory electrician, often repair industrial equipment, if there are maintenance industry assembly line of friends know often closed and often open lines, such as press the normally closed switch or normally open switch, the entire line to go through normally closed (normally open) switch, intermediate relay, thermal relay, three-phase circuit breaker, and finally the engine. One day a worker came to me and said, "The engine burns off, OK, this is the question, how to solve it." Most people think it's OK to change an engine, and if so, change a lot of engines. I think to solve the problem is to find the source, because the engine attached to the wave box in the grinding brick polishing, but the transmission mechanism inside the box was hanged (may lack oil bar), so that the engine increased power, power a larger thermal relay overheating and will be disconnected, but then the thermal relay does not play a role in protection, will burn off the engine, So the problem is to find the source (wave box).
I just said to solve the problem of a way of thinking, but also to solve the problem with the inverse thinking and jumping think, we communicate with customers, customers will often ask a question of the surface, such as the customer will be asked, a sales document has three kinds of goods, two of which is a warehouse, and the other is a B warehouse, customer requirements to print, To print two documents, one is warehouse A and the other is B warehouse. If some software developers do not understand the needs of customers, they promised to do this function, do it, do not know what the role of this function is. In fact, the customer's request, because the customer's warehouse or position is more, the reason to separate warehouse to print, just convenient warehouse personnel holding a warehouse of documents to ship, than holding a document to ship to a lot of convenience, this requires us how to understand the customer's question, is to stand in the customer's perspective to understand, This is the inverse thinking. I often find the requirements of the client for my colleagues, and our staff to do according to customer requirements, never to think about why customers ask this question. As for jumping thinking, and inverse thinking is complementary, the customer put forward the appearance, you want to suddenly ask the customer the root of the problem. Of course, it is difficult to do this, after long-term thinking and practice.
Our colleagues communicate with customers, it is difficult to persuade customers to follow their own ideas to achieve, but always by the client to persuade my colleagues. Philosophy has a topic is the spear and shield relationship, is the contradiction, we try to persuade the customer, is the spear, but the customer does not let us to persuade, is the shield, do not know that I am right. To solve the problem of not being persuaded by the customer, you only have to improve your own comprehensive quality and your strength, there is no other way.