In this episode, Jake tells the story of the night a whiskey cart rolled into his private dining room at Eleven Madison Park. The staff caught a throwaway joke he made and acted on it. That single moment captures everything Conversation Tuning is about.

This is pillar three of the Customer Conversation Compass. It's the skill of asking questions that actually get you the truth instead of the answer your customer thinks you want to hear.

Jake walks through the three biggest traps that wreck customer conversations, plus a quick pre-flight check you can run on your questions before any customer call.

For more information on the Conversation Compass, visit https://jakemckee.com