You should be asking "How do you want to do it"

In every customer visit to discuss replacement of their control system I have been confronted with the old "You have to do it this way" line. My response has always been why? You know the answer I always received too, "because that's how we have always done it". My next, and final question is "How do you want to do it"?

These simple questions always enable people to finally think about how they want to improve their control, operations, maintenance, etc... with a new system. Where have you seen areas that you have been able to improve your customers experience by allowing them to participate in the design process?