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From YouTube: 1 23 Catch Needs
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A
So
we
want
to
look
at
the
needs
to
be
met.
We
want
to
understand
those
in
the
messages
that
people
are
giving
us.
This
goes
back
to
the
what
and
the
how
right
the
what
tends
to
be
easier.
What
is
it
they
need
us
to
do,
but
the
how?
How
do
they
need
you
to
work
with
them
and
then
listen
for
opportunities
in
that
for
how
to
exceed
their
expectations?
A
It
came
up
earlier.
People
talked
about
not
only
looking
to
answer
the
direct
question
that
was
asked
or
solve
the
direct
problem
that
was
presented,
but
also
to
look
at
the
situation.
Overall.
How
can
we
help
you
in
the
future?
How
can
we
look
really
more
at
what
you're
trying
to
do,
and
maybe
maybe
this
isn't
even
the
right
thing
you
were
trying
to
do.
A
Something
like
that
and
then
something
to
note
here
as
you're,
reflecting
back
to
people
about
the
needs.
We
can't
always
directly
do
what
they
want
all
right,
so
we
have
to
be
able
to
state
clearly
what
we
can
do,
what
we're
capable
of
what
we're
allowed
to
do
and
then
separately
state.
Clearly
what
we
will
do,
that's
the
plan
right.
What
we
will
do
is
going
to
be
some
subset
of
what
we,
what
we
can
do.