A problem they already pay for

Which note from Oscar’s route is the strongest sign of a problem worth building for?

Which notes show that a shop already pays for a problem, in money, hours or a homemade system? Select all that apply.

True or false: the louder and longer a shop owner complains about a problem, the more likely the shop is to pay for a solution.

Match each note with what it tells Nina and Oscar.

Paul tells Oscar: “The phone drives me mad, I can’t work.” Write two or three questions Oscar can ask next to find out whether Paul already pays for this problem, and say which answer would count as a real price tag.

A third owner told Oscar about three problems. Which one is worth a second visit?

• Invoices: “Printing invoices is a pain.” He prints about ten a month; each takes a minute.
• Parts prices: “Suppliers change prices all the time, it’s outrageous!” Nothing done about it.
• Lost regulars: “Customers forget their next service and go elsewhere.” His administrator spends about two hours every Friday calling them from a spreadsheet.