I work as an analyst for various clients, generating reports based on their specifications and their data from their building automation systems. This requires knowledge of their systems, which I have from 10+ years of experience in the industry.
One client last year (when their contract was up for review):
Client: Your report doesn’t have enough actionable data.
We had them define what they considered actionable and wrote it into the contract. For the past 12 months I’ve provided them a monthly report with the top sites that fit their “actionable” criteria for faults, alarms, etc.
New year, new contract review.
Client: There’s not enough actionable data here.
They offered no other information on what in the report is not actionable or what they consider to be actionable, and are threatening to cancel the contract. What’s worse is the salesperson won’t ask them for further information for fear of angering them and losing the contract.