A key part of our training is to listen intently. When you call in, we’ll ask you questions designed to give us the clues we need to quickly navigate your issue. It's similar to when you take your car or truck into a mechanic and they ask about the last time you changed your oil, your battery's age, if the problem happens on a cold day or a hot day, etc. A seasoned mechanic doesn’t expect you to know the answer; they find it for you. Every time we pick up the phone, we’re ready to listen.