... step-by-step, back over the Bridge to Change, from the solution itself to the decision criteria and outcomeexpectations, to the problem indicators and consequences, and on to the customer’s performance ... need to be prepared to not be prepared. They must beso prepared that their response seems natural and spontaneous. They remain cool, calm, and collected when confronted by upset customers. They ... their customers’ companies to m anage the change process required to use the solution, mitigate the risks in the implementation, and ensure that their cus-tomers are achieving and measuring the value...