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Excellent post as always Todd. A timely reminder for me as well. I am in the process of transferring to a different division within my company, so a similar product, but a different market and type of customer. Still have a LOT to learn about the way to handle customers and this is a nice reminder to listen to what they are saying.
I have noticed this with one of my coworkers. He is terrible about pulling the focus on trying to look smart and totally missing the mark trick. I've watched customers eyes roll back in their heads as he spews some nonsense to them that is mostly tangential to the question that was asked. I've spent a good deal of time clarifying, or simplifying what he says in meetings.
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