I like your questions Grant. I usually just add in one more, it's actually usually my first (fail is and it's time to call it quits).
"What is normalization and why is it important?"
...amazing how many crickets you hear after that one....
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Your lack of planning does not constitute an emergency on my part...unless you're my manager...or a director and above...or a really loud-spoken end-user..All right - what was my emergency again?