Dig We Must for A Greater New York (ConEd utility slogan)
If you’ve ever tried to repair a stone wall you know it’s quite tricky because once you remove the upper rocks you’ve changed the underlying structure. Whenever we investigate and intervene in issues—even as simply an observer—we tend to change the underlying “structure.” Heisenberg’s Uncertainty Principle (from quantum theory) colloquially means that when we try to observe and measure something we tend to change it and we’re never exactly accurate about what actually existed. The legendary Hawthorne studies (which, scientifically, were flawed) showed that people worked better with brighter lighting AND with lower lighting. It was the fact of being observed at all that changed them.
When we deal with clients, whether a single buyer or groups of employees, never underestimate the change you’re creating simply by being present. You’re disturbing the underlying layers.