- You assume Bobbi knows X, Y, and Z.
- Bobbi goes to a client thinking X=A, Y=B, and Z=C.
- Bobbi loses the client.
What do you do?
Use a two-step approach:
- Quiz Bobbi.
- Teach Bobbi.
It's a never-ending process where you're helping Bobbi understand fully what you need her to understand.
For instance, say you're trying to teach Bobbi how to serve small clients.
- You give her a 10-question quiz about what-not-to-do, what-resources-to-bring, when-to-follow-up, etc.
- She answers the quiz.
- You go over the quiz to patch up her weak spots.
- You quiz her again to make sure she understands what you just taught her.
She soon becomes more knowledgeable about serving small clients.
Even better, say you want to train her to understand the technical aspects of client projects.
So you give her more quizzes:
- The first quiz is to let you understand her current technical expertise.
- The second quiz lets her answer questions that she missed on the first quiz.
- The third quiz forces her to learn new technical things on her own to answer the quiz successfully.
- etc., etc., etc.
She soon becomes a customer-service-technical-$^$#-superstar.
Simple like a freak $@!.
Posted on April 02
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