“They know what they want, but not what they need.” — Izzy Battres
Anyone trying to work with customer wants invariably are confronted with customer needs, and that’s different from what YOU need. Many times they don’t always match. In safety, just as in business, it takes the relationship to align the wants and needs in order to be successful. Telling the customer what they need framed as a want leads to acceptance and success. That’s where soft skills meet hard results.