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(1). An emergency, last resort move that no one wants to do, but everyone would do if the alternative is fulfilling French fry orders.
“Yeah, so, it looks like the roll out of the new system didn’t work and none of our fixes … umm … fixed it. I suppose we could turn it off and then back on again. It’s kind of a break-glass solution, but it might work.”
(1). The art of pinpointing the important points your client is trying to get across (unlike most of us, who just wait for them to stop talking so we can say whatever we think they want to hear).
“You’re doing a good job, Rick, but I think you need to do a little more active listening during client meetings. We really can’t be saying ‘sounds good’ after a client tells us his wife just died…”