WEBVTT 00:00:03.089 --> 00:00:08.508 and the other speaks in an indirect and circular manner, misunderstandings can occur. 00:00:08.509 --> 00:00:11.409 It can be difficult to always know what is really going on. 00:00:12.272 --> 00:00:14.739 Hello Renado. How are things in Mexico City today? 00:00:14.763 --> 00:00:19.232 Well. We are well. Everything is wonderful. You are still taking Spanish lessons I see? 00:00:19.272 --> 00:00:25.691 Yes. I still try to learn Spanish. I don't know if I'll ever be good enough though. 00:00:25.939 --> 00:00:31.842 That's why we need distributor partners like you Renado. To get the job done when we can't. 00:00:31.842 --> 00:00:37.175 We are happy to distribute products of such quality. We are partners in prosperity - yes? 00:00:37.176 --> 00:00:40.509 I sure hope so. Prosperity is a good thing - yes? 00:00:40.509 --> 00:00:45.375 That's what I wanted to talk to you about today. One of our products just isn't selling. 00:00:46.412 --> 00:00:48.381 I am deeply saddened to hear that. 00:00:48.446 --> 00:00:51.125 We depend on the quality of your products just as you 00:00:51.125 --> 00:00:53.444 depend on us to bring your products to our people. 00:00:53.461 --> 00:00:58.227 If there are corrections or changes we need to make you must let us know. 00:00:58.228 --> 00:01:01.191 We value our partnership greatly, as you know. 00:01:01.192 --> 00:01:06.139 Yes. I know. I want to know why the baby stroller isn't selling. 00:01:06.448 --> 00:01:09.467 It's flying off the shelves in the U.S. I don't get it. 00:01:09.467 --> 00:01:12.827 The Mexico City focus groups gave us really positive results. 00:01:12.828 --> 00:01:15.016 What do you think the problem is? 00:01:15.807 --> 00:01:21.810 Yes - the focus groups that your U.S. team conducted had very good results. 00:01:21.820 --> 00:01:24.564 When they met with our customers we got nothing but good comments. 00:01:24.564 --> 00:01:27.636 That is why we value our relationship with Global Products. 00:01:27.637 --> 00:01:32.140 You give us high quality and we are proud to distribute your products for you. 00:01:32.360 --> 00:01:35.649 I know we got good comments. That's not the problem. 00:01:35.650 --> 00:01:40.901 I'm asking a direct question. Why can't he give me a straight answer? 00:01:41.000 --> 00:01:47.199 Yes - but why aren't the strollers selling? Did you see the sales figures from the first quarter? 00:01:47.200 --> 00:01:51.648 Sales figures? Oh yes. We always see the sales figures. 00:01:51.659 --> 00:01:54.634 We keep a very close eye on every product. 00:01:55.345 --> 00:01:59.361 You can trust us to be exact with our inventory and our sales numbers. 00:01:59.404 --> 00:02:02.909 Ah, here is Jacinta. She was a member of one of the focus groups. 00:02:02.910 --> 00:02:08.266 Jacinta! Come say hello to Mr. Robbins. Hello, Mr. Robins. 00:02:08.266 --> 00:02:12.811 His company makes the baby strollers you helped to test. 00:02:12.812 --> 00:02:16.495 Bill has OBSERVED that he isn't getting the information that he needs 00:02:16.499 --> 00:02:21.311 by taking a direct approach even though Renado is highly engaged. 00:02:21.320 --> 00:02:26.161 He will need to PREPARE a response and ENGAGE Renado in a different manner. 00:02:31.269 --> 00:02:36.428 Remember, indirect communication is not the same as non-communication. 00:02:36.429 --> 00:02:41.403 When you understand the differences between direct and indirect approaches, you can adjust. 00:02:41.410 --> 00:02:46.390 Ok - time for a new approach. I know he has the expertise. 00:02:46.394 --> 00:02:49.760 I just need to find a way to get at it. 00:02:49.761 --> 00:02:54.578 Renado, before you joined us, you worked for the "other guys." 00:02:54.819 --> 00:02:59.362 I heard that you were very successful gathering customer input when you worked there. 00:02:59.462 --> 00:03:01.787 Can you tell me how you did that? 00:03:01.922 --> 00:03:09.795 Ah... my former employer. They did not do things quite the same way as we do here. 00:03:09.849 --> 00:03:13.822 Who is to say which way is better? Right? It is just different. 00:03:13.822 --> 00:03:15.940 What did they do differently? 00:03:17.597 --> 00:03:19.473 Actually... not much at all. 00:03:19.473 --> 00:03:23.588 Perhaps they conducted their focus groups a little differently 00:03:23.589 --> 00:03:25.808 than the one you conducted in Mexico City. 00:03:27.167 --> 00:03:31.517 It was a long time ago, so you must forgive me if I am not clear on all the details. 00:03:31.520 --> 00:03:35.300 Different in what way? Bigger groups? Smaller groups? 00:03:35.300 --> 00:03:39.014 The size of the group - it could matter, yes? Or who is in the group. 00:03:39.020 --> 00:03:42.289 Or the time of day. There are so many factors. 00:03:42.389 --> 00:03:45.530 What are some factors that would be different? 00:03:45.979 --> 00:03:52.148 I was not in the focus group you understand. But perhaps for a baby stroller focus group 00:03:52.149 --> 00:03:56.489 they may have used a woman instead of a man to lead the people. 00:03:56.499 --> 00:04:00.038 A woman for a baby stroller. That makes sense. 00:04:00.039 --> 00:04:04.701 And perhaps, a local person would run the focus group. 00:04:04.901 --> 00:04:08.407 Someone from Mexico city, or from Cuernavaca, who is to say? 00:04:08.410 --> 00:04:12.838 But we would never tell you how to run your focus group.