►
From YouTube: 1 19 Catch Intro
Description
No description was provided for this meeting.
If this is YOUR meeting, an easy way to fix this is to add a description to your video, wherever mtngs.io found it (probably YouTube).
A
So
we
have
this
idea
called
catching,
and
this
this
just
represents
the
difference
between
hearing
which
is
somewhat
more
passive
and
listening,
which
is
an
active
thing.
We
want
to
be
listening
and
understanding
from
our
customers.
A
So
when
here's
the
idea
when
people
are
speaking
to
us
or
writing
to
us
they're
taking
the
message
and
they're
packaging
it
all
up
for
us
in
some
way
and
metaphorically,
throwing
that
to
us
and
in
that
package
that
they
put
together,
is
not
just
the
here's
the
problem,
I
need
you
to
solve,
but
it's
a
lot
more
somewhere
in
there.
We
might
get
their
ideas,
their
thoughts,
frustrations,
all
this
kind
of
stuff,
it's
all
bundled
up
in
there.
So
they
toss
it
to
us
and
they
want
us
to
catch
it
right.
A
B
I
guess
if
you
still
read
the
ticket
properly,
you
mess
with
some
of
the
key
phones,
what
they're
saying
there
that
we
consider
like
a
fumble
or
a
drop
if
they're,
like
I've,
had
problems
with
this
one
thing
you
mentioned
like
three
things:
you
missed
two
or
three
things,
but
the
third
thing
is
like
well
what
about
the
third
thing
and
you,
I
guess
you
kind
of
dropped
at
that
point
really.
A
D
D
A
A
It's
all
there.
It's
all
implied
when
we
catch
the
ball.
When
we
receive
that
message
fully,
we
are
validating
their
concerns.
We
are
acknowledging
what
they
said.
We
are
taking
care
of
them
and
paying
attention
when
we
drop
it.
We're
doing
the
opposite
of
that
they're
not
really
important
to
us,
we're
in
too
much
of
a
hurry
to
try
to
close
out
the
ticket
to
actually
pay
attention
to
them
and
treat
them
the
way
they
need
to
be
treated.
A
A
That
was
that
was
totally
messed
up,
that
that
configuration
that
you
had
right
so
now
we,
you
know
we're
picking
up
on
the
problem,
but
we're
not
caring
for
them
and
we're
we're
being
kind
of
mean
about
it.
Even
if
we
don't
mean
to
we
can
I
try
to
make
these
examples
obvious,
but
we
can
we
can
respond
in
ways
that
suggest
we
think
that
they
were
really
being
stupid.
A
A
I'll
put
it
into
a
ticket
term.
What's
if,
if
the
customer
asks
you
those
three
questions
that
I
think
tom
mentioned
or
duncan
sorry-
and
we
answer
maybe
one
of
them
and
then
we
go
back
and
we
give
them
a
list
of
things
to
do.
What's
the
chances
that
they're
going
to
do
everything
that
we
gave
them
to
do,
I
don't
know
what
the
actual
chances
are
but
go
ahead
duncan.
A
Yeah
at
this
point,
they
don't
feel
like
we're
really
with
them.
So
they're,
going
to
only
pick
up
on
the
things
that
that
somehow
caught
their
attention,
they're
not
giving
it
their
full
effort
anymore
either.
They
may
already
have
given
up
on
us
and
feel
like
we're
just
not
going
to
solve
their
problem,
so
it
it
goes
both
ways
we
have
to
build
and
maintain
that
relationship.
C
I
think,
with
the
dropping
the
ball
analogy,
it's
like
you're
expecting
the
other
person
to
catch
the
ball
and
if
they
drop
the
ball,
then
they're
not
fulfilling
their
responsibility
and
a
lot
of
the
time
with
support.
I
feel
like
the
questions
we
ask
or
the
actions
we
request
that
a
customer
take
to
help
us
troubleshoot.