note: I had some technicawl difficulty during this class. Two small sections of the recording are missing but don't hurt the flow of information much. This is the text record prior to the first problem and contains all of Lyn's notes for the class
- dave

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Lyn	: OPERAIONS
	Important considerations for dealing with customers:
	 1. Find out what they want
	 2. Narrow that down to what they actually need
	   a. Nothing they can find out for themselves
	   b. nothing they can figure out from what you provide
	   c. no "test" questions
	   d. be honest about what you can provide 
Silver	: I have one 
Lyn	: 
	 3. NO MASSIVE MULTIPLE QUESTIONS
	   Make sure they know that each question:
	   a. is a separate task
	   b. May require different viewer(s)
	   c. May take a different amount of time
	   d. may need to be retasked for further info 
Dave	: avoids being hired to be the scapegoat for a bad outcome, especially because we don't know their business as well as they do 
Lyn	:
	 4. NO INTERIM REPORTS
	   a. No phone reports
	   b. no interim written reports
	   c. If they can't deal with this, don't deal with them. 
Lyn	:
	 5. Professionalism is a must
	   a. Professional conduct
	      1) don't act like a psychic
	      2) don't try to teach them remote viewing
	      3) don't get technical
	      4) don't go off into woo-woo stuff
	      5) don't let them pull you off into woo-woo stuff
	      6) tell them what you will do for them, not how you do it. 
Lyn	:  b. professional dress, if meeting in person 
Lyn	:  c. professional language
	      1) Know their terminology as thoroughly as possible
	      2) don't act like an expert in their field
	      3) ask them about what you don't know
	      4) introduce them to your terminology, as well 
Lyn	:  d. Professional reports & presentations
	      1) well organized
	      2) well written & double-checked
	      3) proper graphics w/captions & explanations
	      4) proper binding, presentation, etc.
	      5) be ready to give slide & other presentations 
Lyn	:  e. Professional follow-up
	      1) to see about more needs
	      2) to get feedback
	      3) to keep contact fresh 
Lyn	:
	 7. DOCUMENT EVERYTHING
	   a. get/give a schedule for what you and they are obligated to.
	   d. make it a part of the deal
	   e. write down each question they agree on, using exact wording
	   f. get them to initial the questions or change them
	   g. keep documented track of EVERYTHING that goes on in the project
	   h. make the documentation (but not the answers) available to the  customerat all times 
Dave	: i've lost audio, anybody else ? 
Tamra	: no dave, just you. Go out and back in 
Patsy	: so how are they with feedback 
Dave	: yep  
Patsy	: yes 
Tamra	: that's for sure 
Dan	: ???? 
Dan	: ok 
LoriW	: All the work I do is for individuals.  So far, I feel very fortunate in that they have been very good about giving me detailed feedback.  I have done as Lyn suggested, giving them something that is easy for them to provide feedback to by answering line by line.