“Don’t be a smart-ass,” Rafael replied. “I guess you are right. We train on our procedures manual when they are first hired, but it’s not like they spend much time with their nose in the book after that. But still, you would think-”

“Stop,” I said. “Stop with the whining. Look, Rafael. Your guys run into a customer problem they can’t solve and they run to you. There are two things going on here. They bring you the problem and what do you do?”

“I give them the answer,” Rafael shot back.

“That’s the first misstep,” I replied.