“Why do you assemble the pieces of the installation on-site?” I asked.
“Because that’s what we are paid to do,” Roger replied. “The customer purchased this assembly and needs it installed in this location. That’s what we do.”
“But, I am watching this installation and it seems very awkward. That technician is standing on a ladder, in a dark corner of the room, securing two pieces that he cannot see, reaching around another piece that is in the way.”
“I know,” Roger agreed. “But that’s what we do.”
“Roger, you are part of a trade profession. How long has your profession been doing this awkward work in this way?”
Roger chuckled and nodded. “I guess forever. That’s the way it has been done for centuries.”
“Then let me ask again. Why do you assemble the pieces on-site?”
“I will answer you the same way. That’s what we do,” Roger pushed back.
“And that’s what you have always done. Why don’t you assemble the pieces before you get on-site, in a room that is well lit. Instead of climbing on a ladder, you could assemble the pieces on a table where the technician could see the material, and work directly on a connection instead of around something that was in the way?”
Roger looked at me like I was from Mars.
“All I am suggesting,” I continued, “is that you ask a question. Sometimes we do things out of habit. We do something because we know the way to do it. Is it better to know something and describe the way it’s done or ask a question? Why?”