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From YouTube: 3 05 Engaging Additional Expertise
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A
So
when
you
want
to
talk
about
engaging
additional
expertise,
what
you
want
to
do
is
use
what
knowledge
you
have
of
that
customer's
situation
and
their
interests
to
give
them
confidence
in
your
decision.
Sometimes
we
have
a
way
of
bringing
in
other
people
that
can
let
the
customer
feel
like.
Maybe
they
were
wasting
their
time
with
us
in
the
first
place
right.
Why?
Why
do
I
need
to
to
bring
in
others?
So
we
want
to
be
sure
that
that
it's
not
like?
Oh
you,
sorry,
you
pressed
the
wrong
button
on
the
phone
tree.
A
Let
me
get
you
the
right
person
we
want
it
to
be.
I
need
additional
expertise,
not
like
filling
in
the
gap
where
I
had
none
so
talk
about
how
you
believe
this,
these
additional
resources
will
be
important
to
them,
help
them
to
get
to
where
they
need
to
be.
How
does
it
meet
their
interests?
How
will
you
still
be
involved
because
we
maintain
control
of
the
progress
we
are
responsible
through
to
the
end
right?
A
A
Next
and
that's
four
bullets,
sorry
and
be
really
clear
about
the
whole
thing,
as
always
that
you're
still
the
right
person,
so
you
don't
want
to
say.
Basically
let
me
get
you
to
the
real
expert,
I'm
just
the
person
you
started
with.
Okay,
and
you
also
don't
want
to
say
I'm
tossing
you
over
the
fence.
You'll
never
hear
from
me
again
so
make
it
clear
that
this
is
just
part
of
the
process
that,
as
we
understand
the
problem,
more
we're
going
to
pull
in
the
resources.