"Having a true understanding of the pain points of the business is so key. Yes, we know you have seen it all, but though industries follow some of the same best practices, there are so many different levels of operations that acknowledging this and the client understanding you fully understand where they are currently and where they want to go is the most important piece. This should be written down and acknowledged by both parties Without both parties knowing this on the front end, it's a set-up for disappointment. I do feel as if MST, after getting into diligence with us, began to feel our pains and help provide solutions to a more productive future. There is no room for arrogance when a client is living with a dysfunctional operating system. Thanks for feeling our pain and finding ways to alleviate it."