It's so easy to form habits and to simply do what we have always done in the past. Keeping our customers happy while at the same time assisting them to the best of our ability is a fine balance. A good question has the ability to challenge a person and stretch their thinking but we do need to be careful to ask questions that are without judgement or criticism. What types of questions do you think you could ask to learn more about their needs rather than simply sending them information? And, what questions could you ask that might challenge the student without judgement?