I feel this video clearly depicts that there tends to be disconnect from the customer and the supplier. I believe most of this can either be attributed to lack of communication – the customer doesn’t clearly communicate what they desire vs what the supplier or business understands and translates their need as. From a business perspective, I think customers sometimes don’t fully understand or know what they want or are asking for. Customers I think tend to know part of what they want and expect businesses to figure out what the rest of it is. This leads to exactly what you just watched in this video.