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From YouTube: 1 09 Customer Needs What and How
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A
So
our
next
topic
is
focusing
on
what
the
customer
needs
and
this
one,
this
one's
going
to
get
us
a
little
bit
deeper
into
understanding
the
different
needs
of
our
customers.
So,
let's
start
here
so
we're
talking
about
our
customers
needs
and
their
wants.
In
fact,
we're
going
to
break
those
down
into
two
areas:
the
what
and
the
how
the?
What
is
what
sorry
to
use
the
word
twice
there
is
is,
is
the
thing
that
we,
I
think
most
focus
on,
believe
that
this
is
what
our
job
is
about.
Why
we're
hired?
A
Why
we're
here
in
support?
This
is
the
solving
of
the
problem,
the
delivering
of
the
the
answer,
the
the
workaround,
the
fix,
the
the
adjustment
to
the
system,
whatever
that
is
that
answer
that
they
need.
That's
the
what
the
how
this
other
side.
A
But
what
it
really
does
come
down
to
is
that
our
customers,
who
so
far
as
I
can
tell,
are
all
human
all
really
do
require
both
it's
not
just
about
what
result
we
deliver
to
them.
But
it's
about
how
we
deliver
it,
how
we
work
with
them,
how
we
communicate,
how
we
get
them
to
a
solution,
and
every
time
we
interact
with
a
customer,
how
we
do
it
either
builds
up
the
connection
that
we
started
to
build
as
we
started
to
think
about
rapport,
or
it
erodes
that
connection
and
for
a
little
visual
here.
A
If
you
think
about
actually
that
I
have
something
in
my
notes,
when
I
go
back
to
an
old
favorite
of
my
own,
it
was
this
thing
called
the
the
emotional
bank
account.
I
do
not
remember
when
and
what
seminar
I
learned
about
this,
but
the
idea
of
the
emotional
bank
account
is
that
as
you're
interacting
with
someone
and
you
do
positive
things
that
that
they,
like
you're
kind
of
making
deposits
into
their
emotional
bank
account.
A
But
the
funny
thing
about
the
emotional
bank
account
as
opposed
to
a
legitimate
bank
account,
is
that
the
money
in
the
emotional
bank
account
starts
to
drain
over
time.
If
you
do
nothing,
so
you
have
to
keep
adding
to
it
doing
good
things
to
keep
up
that
that
good
connection,
the
good
rapport
the
relationship.
A
So
that's
just
one
way
to
think
about
what
happens
as
we're
we're
working
with
people
and
how
we
connect
to
them
and
why
that's
important
another
way
is
the
idea
that
the
connection
between
you
and
that
person
is
is
like
a
rope
or
a
cable
that
has
thinner
parts
to
it
right.
It's
maybe
a
twisted
cable
of
some
sort
and
that
can
start
to
deteriorate.
Maybe
a
little
thinner,
cable
can
break
here
and
there
over
time.
A
Maybe
a
few
of
those
have
broken
before
you
got
to
them,
because
they
had
a
bad
experience
with
the
person
before
you
or
they're
unhappy
about
our
product.
So
you
don't
know
exactly
where
they
are
with
that
connection,
and
we
have
to
try
always
to
be
building
that
back
up
and
re-strengthening
that
some
of
those
examples
might
or
might
not
help.
You
hope
that
they
do
so
the
what
and
the
how
I'm
claiming
are
important
all
right,
because
they,
the
customer,
wants
to
walk
away
with
a
positive
experience.
A
Not
just
a
solution.
Certainly
they'll
be
happier
with
a
good
solution
than
without
one,
but
they'll
be
even
happier
when
they
feel
like
it
was
a
good
thing
that
they
came
to
us
for
help
that
they're
willing
to
do
it
again.
The
next
time
that
they'll
be
treated
well,
that
we
trust
them
respect
them
understand
what
they
need.
We're
going
to
do
the
right
thing
for
them,
and
we
always
want
them
to
know
they
should
come
back
to
us
whenever
they
need
help.