Customers often decline interview requests for several reasons:

• Lack of time: Most people have busy schedules, and asking for a long interview can feel overwhelming.
• Unclear benefit: Customers may not understand what’s in it for them or how participating will help them.
• Uncertainty about the process: Many people are unsure what to expect from the interview, and this fear of the unknown can make them hesitant.

To increase participation, ask for a shorter time commitment—about 15-20 minutes—and make it clear how the interview will benefit them. Be specific about what you'll discuss and how their feedback will be used. For example, "Do you have 20 minutes to share your experience? In return, we can offer tips to optimize your process." This approach makes the request more manageable and valuable to the customer, increasing the likelihood they'll say yes.