Just like an executable piece of software can be written in many different languages, I have noticed that people who call us, can communicate their passions and their needs in their own special way. Everyone may use the same words, but they speak in their own language.
One of the first things I do in every ‘first call’ is work really hard to learn the language of the person on the other end. This offers me the absolute best chance to understand their needs and requirements. If I understand the passion and language of the caller, the rest is a piece of cake. First my goal is to understand them, then their need and from there we embark on a journey. The result is amazing.
Note to self: Listen, ask questions and keep an open mind…
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