Back when I worked in a technical support call center, we had to follow a script.
This would walk the customer through identifying themselves, their equipment, and their problem.
The script rarely ended with a resolution to the problem, and the customer was usually left even angrier and more frustrated.
So, I offered to write a new script.
Ten days and six rewrites later, I was done.
And, boy, what a script it was!
The customers were in tears and gave me standing ovations at the end of it.
Only later, did they realize, I hadn’t solved their original problem.