One day, Consumer Reports called a client with the bad news that it had tested one of the client’s products and found its performance “lacking.” We got the next call, and were soon on a plane heading to CR’s test facility to look at the product, which was still on the test track. Things didn’t look quite right to us on the ground, and we hired an aerial photographer to buzz the facility and take a look from that perspective. We came to the conclusion that the real reason for the performance was not a problem in the vehicle but a problem in Consumer Report’s test. And we told them so in a meeting with their president and technical director. CR published its article anyway, which was its right, but it included our client’s side of the story too. Not a bad outcome at all.