The most important meeting you may ever run as a founder is the one where you stop selling your vision entirely. You put the marker down, hand it to your customers, and say: show me how you do this, step by step, and tell me what frustrates you. Run it right, and you walk out with a near-complete roadmap of exactly what to build, based on their reality, not your assumptions.

What if the person in the room who knows nothing about the work turns out to be the most valuable one there?

In Episode 19 of Starting Up, host Jay Sensi gets tactical. He walks through assembling the right Voice of the Customer team, setting up the room, and running the first two stages of the DMAIC framework (Define, Measure, Analyze, Improve, Control), the process-improvement backbone he used to design every product he ever built.

This episode is hands-on ...