"I totally get where you're coming from. I think it's basically, you know, the model that we use is what you sort of said," he says. "So i'm suggesting that you'll change the word when you're talking to the client, and you kind of use like, what makes you reluctant to go to the gem? Bcause what you're sort of saying is that, ultimately, it's within their control." 'It's my fault for not setting the stage properly,' she adds.