(My manager is talking to a customer about what they need fixed on their car. I often eavesdrop so I can hear from a person’s own words what is wrong. It often helps me to diagnose the problem.)

Customer: “The truck isn’t running right. It doesn’t have power and runs rough.”

Me: “Well, when do you notice the problem?’

Customer: “When I’m slowing down.”

Me: “I’m sorry, it doesn’t have power when braking? ”

Customer: “Yes.”

Me: “Do you mean the brakes don’t feel right?”

Customer: “No.”

Me: “What about when you get back on the gas pedal? Does it go fine?”

Customer: “Oh, yes it has plenty of power then.”

Me: “So, when you are on the brakes and slowing down, the truck doesn’t have power, but when you get back on the throttle it has plenty of power?”

Customer: “Exactly.”

Me: *speechless*

(We take the car in and run full diagnostics. I never found anything wrong with the truck. It ran like it was brand new and had very few miles on it.)