“When the bank wanted an intellectual discussion on performance management, they expected you to cover only the history, the different systems, and best practices. In addition to covering these topics, you gave them a road map to planning their own re-design. This resulted in them being very pleased with the session and the team leader said that he would definitely call if they need any help to develop their performance management system. Thank you for exceeding customer expectations and gaining their confidence that you can add value.”