Customers usually have no idea what they really need. Some are Clancies who think they know what they want. Some are just clueless. Debriefing the customer is the start of any operation.

Debriefing the door keeper is kissing your sister. Deciding not to debrief the customer is called “contract cancellation.” If the customer doesn’t want to be debriefed, get a big up front payment—and make sure the check clears.