Being in the door and hardware industry for 20 years, I can usually come up with a solution if a customer has an issue with a door opening. But when I had to turn one of those solutions into a case study for an industry publication, I called Tess. She walked me through the process of how to describe the specific set of circumstances from the viewpoints of the involved parties: end user, designer, distributor, door manufacturer and, of course, the hardware manufacturer. Tess then helped me convey the solution without sounding “selly”. It is a delicate balancing act that I would never have achieved without Tess’s help.