Uncover Performance Gaps

Imagine that you went to a mechanic for advice about the clunking noise you hear while driving your car. You expect the performance expert—your mechanic—to ask questions such as: When did the clunking noise begin? Is the noise worse when you first start your car? Does the noise increase as you increase speed?

Instead, your mechanic asks no questions at all. He listens politely as you describe the problem and then—without further questions or inspection—declares that rotating your tires will solve the problem.

Do you think the service will address the real issue? What are the chances the problem will continue or even worsen? Would you return to the same mechanic for future service?

As a customer, you likely will not ...

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