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Needling for the Need
Written by: Russell DeWittArticle Overview: This article shares a brief tale wherein one service oriented person dared to get to the heart of a matter and unearthed the customer's want. What follows is a brief exercise that may be performed in a staff meeting.
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Free Download - Your work environment leaves an impression...of you By Russell DeWitt |
Needling for the Need
Roy Gervase is a Technical Project Engineer with an organization's IT department.
In a “prior life,” Roy worked in the vacation industry. While assisting
a customer in booking a retreat on one of the Hawaiian Islands, Roy kept
hitting a wall. After exhausting a list of very reputable resorts, his
client kept requesting additional options.
Roy decided to do a courageous thing; probe.
“Ma’am, there is something that I do not understand. We are providing
a lot of options that meet the specifications you are requesting.
Why is it that none of these resorts will work for you?”
“Because of the sharks.” She replied. “I want an island on Hawaii that
does not have sharks.”
Group Exercise:
Ask the group if anyone can share a time when a need was addressed as a
result of a probing question (It does not matter if the spokesperson was
one who met the need or if his/her need was being met).
Closing:
“…could it be that questions tell us more than answers ever will?”
~ Michael Card (Singer/Songwriter)
Discipline Is A Beautiful Word
The power of one – amongst all
Article Tags: gervase, group exercise, hawaii, hawaiian islands, hitting a wall, michael card, probing question, project engineer, sharks, singer songwriter, spokesperson, vacation industry
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About the Author: Russell DeWitt RSS for Russell's articles - Visit Russell's website  Click here to visit Russell's website   Give the customer more than what is asked Person First Language Connecting with a purpose Part IV Connecting with a purpose Part III Honoring your promises are highly profitable |
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