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|  THE INTENT LADDER — WHICH RUNG ARE YOU ON?         |
|                                                     |
|  1. "What do I do?" ............. bring a plan first|
|  2. "What do you want?" .......... bring one        |
|  3. "Here's my fix — okay?" ...... add a time       |
|  4. "Doing it at ___ unless   <=== AIM HERE         |
|      you say stop."                                 |
|  5. "Handled it — here's ......... small, earned    |
|      what happened."             calls only         |
|                                                     |
|  BIG CALLS STILL COME TO THE OWNER:                 |
|  price changes . warranty promises . firing         |
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