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From YouTube: 4 05d Obstacles User Error
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A
So
here
this
is
just
about
what
do
we
do
when
we
know
that
the
customer
is
at
fault,
they
created
the
problem
either
they
created
the
initial
problem
or
they
did
something
while
we're
working
with
them.
That
made
it
worse
whatever
it
is.
Some
pretty
simple
advice
here
be
kind
right.
Remember
we
are
all
human
that
includes
all
of
us
here.
A
A
As
part
of
that,
not
placing
blame,
we
go
back
to
what
I
said
at
the
end
of
the
last
slide
reinforce
the
message
that
we're
here
for
them
it
doesn't
matter
if
they
make
a
mistake
and
they
don't
know
it,
they
can
still
come
to
us
for
help.
We
will
help
with
that
it's
and
we
don't
want
them
to
feel
embarrassed
or
or
ashamed
now.
A
It
gets
very
delicate
talking
about
all
of
this,
because
the
more
you
try
to
explain
the
more
you're
letting
them
know
that
they
were
stupid,
whether
you
meant
to
let
them
know
that
or
not
they're
going
to
feel
it.
So
we
don't
want
to
do
that,
but
you
still
have
to
keep
that
openness
and
invite
them
to
come
work
with
us
and
one
tact
that
people
sometimes
take
is
to
try
to
try
to
make
light
of
the
situation.
Oh,
that's
pretty
funny
that
you
did
that
you
know-
or
I
did
the
same
thing.
A
A
Truncated
shortened,
abbreviated
message
at
the
bottom
as
a
cheap
example
of
what
you
might
do.
You
know
I
identified
in
here
that
we
did
get
to
the
the
problem
we
did
get
it
solved.
A
A
We've
taken
care
of
the
cause,
it's
up
to
you,
whether
you
say
anything
like
that
at
all,
but
I
wouldn't
go
any
more
than
that
and
same
like
oh,
you
made
a
mistake,
so
no
blame
and
then
we'll
be
here
for
you
again
the
next
time
you
need
help
with
our
products.
So
that's
the
invitation
to
come
back.
Bree.
B
Just
a
tiny
note
on
this,
a
thing
I
started
doing
a
while
back
is
using
the
passive
voice,
which
is
generally
not
recommended,
but
in
situations
where
I
need
to
say
instead
of
saying
the
customer
screwed
up
the
config
file,
the
config
file
had
an
error.
I
found
that
to
be
a
nice
way
to.
Let
me
be
specific
about
the
thing
that
was
broken
and
that
we
fixed
and
saying
it
without
saying
who
caused
it
to
be
that
way.
A
I
like
that,
I
think
that's
a
really
nice
way
to
go.
I'm
going
to
ask
you
to
add
that
tip
to
the
notes
document.
That's
out
there
and
I'll
point
you
to
it.
If
you
don't
know
where
it
is,
but
that's
a
good
one
for
people
to
carry
forward
is
to
use
that
passive
voice
to
identify
the
problem
that
existed
as
opposed
to
how
how
it
got
there.
Who
made
the
mistake.