Playing to the galleries

Many years ago, when IBM revered its salespeople above all other employees, an uncle of mine had IBM as a major client.  A successful IBM salesperson told my uncle his formula for successful sales calls, which went something like this:  "For the first twenty minutes, I let the customer say what they want to say, and for the last ten, I tell them what they want to hear."

By adjusting our message according to the feedback we get, isn't this what we're doing?