The art of conversation is asking the right questions, including within your internal dialogue of the world around you. Are you? Why is it that despite a company relying on technology to "auto-pilot" their transactions, do the transactions "stack" in their favor? Why is it that despite automation and having Customer Relationship Management Software (CRMs) is it on the back of the customer to call out that the customer service agent should have all of that information of the past calls in front of them? Why is it that when an offer is given by phone, and a third party validates the offer on the phone and records it, does it take "pulling teeth", so to speak, to keep companies accountable to their initial offers? Why does AT&T's CEO email back, someone who sends him an idea, a legal notice?