Example Playthrough · How It Works

Find the Leak — Example

Customers don't tell you the real reason out loud. They leak it — but only if you ask the right kind of questions. This game trains your ear for the leak.

Level 1 · Warm Level 2 · Reluctant Level 3 · Stonewall

The Setup

Bob · Owner, Summit Paving

· you've been his rep for a year

Bob keeps saying it's about price. It almost never is. Your job is to ask the kind of questions that get him talking — and listen for the moment he leaks the real reason. No pitching. No defending. No dropping the number.

"Your prices are just too high — I can get it cheaper somewhere else."

BobLook, I appreciate you coming out. But I've gotta tell you — your prices are just too high. I can get it cheaper down the road.

YouHow much cheaper are we talking?

BobEnough that it matters. I'm running a business here.

YouHow have things been going day-to-day when you need support on a job?

Bob... I mean. It's fine. We get by.

YouWas there a job last season where things didn't go the way you expected?

Bob(pauses) ... yeah, actually. There was one. The Cedar job. Took two weeks just to get a callback on the credit. Felt like I was begging.click if this is the leak →★ that's the one

You got it.

Bob's "price is too high" was the cover story. The real reason was that he felt ignored — a service failure on the Cedar job that nobody followed up on. Price was the easiest thing to point at because it sounds businesslike. Lesson: when a customer leads with price, don't argue the number — go find the wound.