Ask the Extra Question
June 12, 2025 | By David M. Wagner
I sometimes volunteer at the front desk of a community bike shop.
It can be chaotic. People rolling bikes in and out through a single door. Some with appointments. Some just stopping in off the street. Others bringing in a donation.
My job is to greet each new entrant – especially the ones that look a bit dazed or overwhelmed by all the activity – and either help them or take them to someone who can.
“What brings you in today?”
I’ve learned, in time, not to automatically accept the premise of their first response.
“I just need some air in the tire.” Not so fast. Why did it go flat in the first place? You may have a hole in your tube. Just replacing the tube won’t work either if the flat was caused by a shard that’s still in your tire.
“I need to adjust the brakes.” Maybe. What makes you concerned about your brakes? If you’re getting inconsistent engagement, let’s check that your wheel isn’t crooked, too.
It pays to ask the extra question.
Digging deeper is also an essential trait of effective leadership.
When you respond to a request or question by jumping straight into a solution, you might meet the requester’s need. Far more often, you’ll overlook something important: the real “why” behind their query.
On busy days in the bike shop, I might feel rushed or forget to ask a patron the extra question.
How often, as a leader, do you find yourself jumping into problem-solving mode when someone presents you with an issue or question?
The consequences of rushing into solutions:
You might help the requester solve the wrong problem by overlooking a more important one.
You might miss a chance to find a better solution.
You deprive the requester of a chance to solve the problem themselves.
You miss an opportunity to build trust by demonstrating curiosity about the requester’s issue.
You may spend your valuable time handling something that could be addressed another way.
Asking the extra question is an easy, low-cost way to avoid those unnecessary costs – and help your team achieve better results.
It just requires the self-awareness, patience, and discipline to lead through inquiry rather than leading with answers.
Here are a few “extra questions” it pays to ask:
“What makes you say/ask that?”
“What led you to that conclusion?”
“I’d like to help. Let’s make sure we’re addressing the real issue. Could you tell me more about the situation?”
“Here’s what I hear you asking. Is there anything else you think may be important to know?”
“Do you need me to solve this, or to help you find a solution?”
The next time someone asks for your help or you catch yourself about to offer the *perfect* solution, take a beat. Think, “do I really know what’s behind this inquiry?” Then ask the extra question.
And if you’re interested in developing this or related skills, talk to me about my leadership coaching packages.