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From YouTube: 3 06 When Customers Push Back
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A
So,
whether
you
take
the
the
right
path
or
the
left
path
back
in
the
previous
slide,
whatever
you
do
to
try
to
find
the
yes,
you
may
get
some
resistance
from
the
customer
at
some
point
as
to
what
you're
suggesting
right
they
push
back.
They
push
back
with
things
like
you
know.
I've
already
sent
you
the
logs.
Why
do
you
need
more
I've
already
answered
all
these
questions.
Why
are
you
asking
again
I've
already
you
know
it's
that
they
get
a
sense
of
that.
They'll
call
us
out
when
we're
repeating
things.
A
Maybe
even
when
we're
not
repeating
things,
they
might
just
be
yelling
at
us
that
our
product
is
stinky.
It
has
never
worked.
We
don't
test
it.
You
know
what
other
pushback,
oh
yeah,
it's
one
of
my
favorite
ones.
Your
solution
is
always
to
tell
me
to
update.
Well
how
do
I
fix
the
problem?
If
you
don't
update
to
where
I
fixed
the
problem,
but
you
know
they
get
frustrated
with
it
or
just
whatever
it
is.
You
said,
no,
I'm
not
you're
taking
up
too
much
of
my
time.
A
Doing
what
you
asked
for
I'd
say
raise
your
hand
if
you've
never
had
that
kind
of
experience.
Yeah
see
exactly
everybody
deals
with
that,
so
you
know
how
do
we?
How
do
we
handle
that?
A
Fixed,
so
we
have
to
deal
with
that.
We
have
to
acknowledge
it.
We
might
say
something
kind
of
like
this
right.
Oh
you
sent
me
these
logs.
They
were
helpful
in
order
to
troubleshoot
this
thing
that
we're
up
to
in
the
ticket.
I
need.
I
need
the
newest
logs
to
see
what
happened
with
the
last
test,
or
I
need
these
other
logs.
B
A
D
A
C
A
A
Yeah,
how
do
you?
How
do
you
prevent
the
situation
of
you're
asking
for
logs
again
right
or
that?
Well
how
you
prevent
the
situation
that
that's
their
complaint,
that
you're
asking
for
logs
again
right
and
if
you
generally,
I
think
if
you
explain
it
each
time,
I
need
this
log.
For
this
reason
then
they'll
understand
and
if
you're
aware
that
you've
been
asking
for
the
same
log
multiple
times,
you
know
you
have
a
reason
for
doing
it,
tell
them
that
up
front
yeah.
I
know
we
just
collected
this
one.
A
A
Pushback,
so
what
about
these
others
pick
one
of
these?
How
would
you
respond,
or
what
might
you
have
done
to
prevent
it
right?
You
have
the
this,
never
worked.
You
obviously
don't
test
your
product
or
you're,
always
telling
me
to
update.
I
don't
want
to
update
or
just
plain,
no
I'm
not
doing
what
you
asked,
who
wants
to
test
out
their
communication
skills
and
tell
me
how
you
would
respond
or
what
you
would
have
done
to
prevent
that
from
happening.
D
D
So
if
I
think
an
update
would
fix
it
I'll
link
to
the
merge
request,
where
I
think
that
maybe
the
update
would
fix
it
and
say
because
of
this
thing
right
here,
which
you
can
open
and
look
at
and
see
that
it's
it's
there
in
this
update
or
I'll
link
to
like
qa
tests
or
bug
reports
or
things
that
like
are
public,
that
they
could
see
for
themselves
that,
yes,
an
update,
will
fix
it.
Or
if
it's
a
bug
report,
here's
some
workarounds.
They
could
try
instead
until
they're
comfortable
with
updating.
A
A
So
you
explain
it
to
them,
you
you
don't
just
give
them.
What
is
a
standard
tech
support,
answer,
right,
reboot
and
then
update
and
then
hold
the
power
switch
down
for
10
seconds.
So
I
like
that,
that's
good!
It's
clear!
It
explains
things.
Thank
you,
caitlyn.
Somebody
else
different.
One
of
these
to
address.
B
I
think,
for
a
number
of
these
that
one
one
method
I
do
is
to
demonstrate
the
feature
or
product
or
whatever
they're
trying
to
do
demonstrate
it
working
as
expected.
I
I
often
do
this
with
public
projects
on
gitlab.com,
say
they'll,
be
I
want
to
do
this
or
they
have
this
ci
pipeline.
B
I
modify
it
so
that
it
does
work
as
expected,
or
I
just
use
the
defaults-
and
I
say
here
is
what
we
would
expect
to
see
if
it
was
working
as
expected,
and
so
if
they
say
we
don't
test
our
product
at
all,
and
you
can
demonstrate
like
here's
what
we
would
expect,
then
it's
kind
of
demonstrating
that
it
does
work
under
the
correct
circumstances
with
no
I'm
not
doing
that.
I
know
that's
not
the
problem.
B
If
we
can
demonstrate
that
if
we
just
change
something,
we
can
get
it
to
work
as
expected
and
then
show
them
instead
of
tell
them
that
doing
this
will
fix
it.
With
updates
what
caitlyn
said,
I
think
she's
spot
on
you
find
the
merger
there's
any
any
change
to
our
product
is
going
to
have
an
accompanying
merge
request
and
most
likely
an
issue
with
some
helpful
comments
and
description.
B
If
you
can
link
the
issue
link,
the
merge
requests
show
that
they
have
a
milestone,
that
they
were
made
in
this
version
and
that
this
is
like
the
exact
issue
you're.
Having
that's
helpful.
It
might
also
be
helpful
to
show,
with
our
release,
cadence
that
we
don't
really
back
porch.
A
lot
of
fixes
like
for
11.11.
B
A
Yeah
and
you
have
a
further
conversation
there.
Thank
you
greg
for
all
that,
and
especially
I
like
the
first
thing
that
you
talked
about
with
showing
how
things
work,
because
I
saw
that
as
a
way
you
could
respond
and
as
a
way
you
could
prevent
it.
You
could
show
it
right
up
front,
hey,
look:
here's
how
it
should
work.
A
If
it's
not
working
for
you,
we
have
to
figure
out
what's
different,
so
real,
clear
path
forward
for
them
and
if
you
didn't
go
that
way
for
some
reason
and
they
come
back
and
and
say
you
know
this
is
this
hasn't
worked
and
you
don't
test
you
can
say.
Well,
I
understand
your
frustration
here.
I
can
show
you
a
project
working
exactly
the
way
you
want
yours
to
work,
so
it
looks
like
we
really
can
do
it,
let's
just
figure
out
what's
going
on
in
your
system,
so
you
can.
You
can
be
successful
with
those.