![Stanford Entrepreneurship Videos show](https://d3dthqtvwic6y7.cloudfront.net/podcast-covers/000/028/130/small/stanford-entrepreneurship-videos.jpg)
Summary: Intuit's Scott Cook illustrates the importance of welcoming unexpected results by describing how the company’s foray into small-business bookkeeping was delayed by years because the company failed to ask why customers repeatedly responded in surveys that they used its personal-finance software at work.