I think this is exactly why "communication" crops up so often and why "talk to your customers" is the number one advice for founders.

I think it's a really underrated / underinvested skill in the industry (from my experience) with a lot of complexity. For example, there's so many levels of listening. It's one thing to understand what someone is saying but yet another to pick up on meta messages (facial expression / body language) that signal true thoughts / feelings.