Welcome to Career Tools. Today's topic, Internal Support, Rules and Requirements, Part 2. Here we go. So look what we're going to recommend you do is put requirements in the back of your

head. Never say the word requirements again. You don't force the customer to jump through a bunch of hoops in order to get the service.

You're not trying to guide them through it.

What we want to do here is you want to understand what their needs and wants are, both spoken and unspoken, and get them what they want and what they need, even if they can't describe it.

Now for some of you you're thinking, wow, that sounds like it's going to be give and take in the course of, yeah, it is.

It absolutely is.

And this is how great support providers do it.

They sit down and they say, you tell me what you want, and then let me ask you some questions.

So let's take a simple example. You're in a

grocery store. You want one of those tomato sauces you would buy that you'd pour

over pasta, right? And you can't find it. You look for a person and you ask him where to find the

sauce you need and he says aisle 13 and then goes back to stock in the shelves.

Okay. Now think about that same thing in a high-end grocery store.

Fortnem and Mason in London, for instance.

Or, you know, the Gucci B in San Antonio,

the H.E.B. in San Antonio.

There are actually grocery stores.

I don't know if this is true elsewhere in the country, but in Texas, there are grocery stores. I don't know if this is true elsewhere in the country,

but in Texas, there are grocery stores

that have LA parking in the high end neighborhoods,

okay?

You ask where the sauce is there, and the guy says,

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