Practise: convince a sceptical manager

"Evenings? We've always staffed the mornings. Why change now?"

• "Half of our tickets now arrive after 5pm, up from a fifth last year."
• "Trust me, the data is really clear."

"Hm. That's a big shift. But what if you're wrong and mornings get swamped?"

• "It's easy to undo. Let's try two people on evenings for a month and check morning wait times weekly."
• "I'm sure I'm not wrong."

"I'm going to need more than that before I move anyone."

• "Fair. Here's the number: half our tickets now arrive after 5pm."

"OK. A one-month trial with a weekly check. Send me the plan by Friday."