I had to raise a support ticket on behalf of a consulting client today. I typed in the issue that was being faced. My client seemed happy. Then, I carried on typing and put in what I wanted from the person at the other end. I didn't tell them how to do their job but I told them the result I was seeking. "Why are you telling them that?" my client asked. "I want them to give me what I want" I replied. "We don't normally do that" I was informed. "How does that work out for you?" I enquired. Blank look. The IT support company phoned us, surprised at the ticket they received. "That's the best ticket we've had in ages" they gushed. Long story short, the IT improvement was made shortly thereafter, with no further changes required. It was only a small thing, to add the extra couple of details, but it made big difference to the outcome. This is the precise reason that I wrote the book What Does Good Look Like? I saw the same issu