Arrive slightly early, to ensure that you keep your appointment. Following introductions, briefly discuss your objectives and reconfirm the customer’s agreement. Request permission to record the interview and set up the tape recorder. If recording is not permitted, have a colleague take very thorough notes.
Ask your questions, but spend most of your time listening. You are there to collect the voice of the customer. Collect information by watching what happens. Work to understand what the customer does.
When you are finished, thank the customer, and follow up afterward with written thanks and responses to any questions you were unable to answer during the interview.