MSC Company to XYZ company: Well, XYZ, operating without knowing how you customers perceive you is a rather dangerous prospect.
XYZ: Our managers tell us what d customers say they want.
MSC: Studies show that managers who are honest and pass problems up are ignored or replaced. Most hide negative information. By the time you hear, it may be too late.
XYZ: So you really believe this will improve our customer service?
MSC: Absolutely.
XYZ: And you think that having independent people evaluate our operation is important?
MSC: As important to your business as oxygen is to you?
XYZ: OK. How often do you have your company shopped by independent people?
MSC: Well our business is special.
XYZ: It's clear that you don't believe a word of what you've just said. Your business is built on hypocrisy. How could I trust someone that wants to charge me for something they won't do themselves?