Building Trust and Increasing Influence Through Effective Customer Understanding
This comprehensive guide focuses on strengthening trust and enhancing influence by gaining insight into your customer's structure, needs, and industry context. Key topics include understanding organizational dynamics, assessing performance goals, and identifying training needs. We discuss essential questions about staffing, leadership, and community characteristics that shape customer relationships. Utilizing tools such as SWOT analysis and Gap analysis can help clarify intentions and strategize effective actions toward achieving your goals.
Building Trust and Increasing Influence Through Effective Customer Understanding
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Presentation Transcript
Getting to Know the Customer • How many people work there? And what do they do? • What is the organizational structure within the tribe? Do you have a website that shows your tribal structure? • Who is the leader over the TVR structure/the boss of the TVR director? • Who do I need to inform of my visit? • Will you share a copy of your grant with me? • How many cases do the counselors carry? Do they have performance goals? How well are they doing? • What kind of jobs and industry are most prevalent in the community/county/reservation/area? • What do you think of the issues addressed by RSA in the letter about your training & TA Needs? • What do you think is your greatest need for training or TA? Why?
Getting Clear • SWOT Analysis • Gap Analysis • Five Whys • Clarify Intent: How do you create, promote or allow actions that move you closer to or further from your intention?
