Module 05 · Field guide
Understand the customer’s environment, expose the lifecycle gap, and earn the right next step. Use the prompts selectively—the goal is a useful conversation, not a completed questionnaire.
Successful discovery produces: a credible problem or trigger, enough operational detail to evaluate fit, the people and process behind the decision, and one owned next commitment.
Learn before you lead
Lead with the customer’s operating reality, not a company overview. Validate one likely gap, position only what is relevant, and leave with one concrete next action.
Standard 30-minute discovery
Confirm the discussion scope and agree that the call should determine whether a practical next step exists.
Explore the trigger, asset mix, condition, locations, current process, and readiness to move equipment.
Explain only the Galide path that matches what the customer has shared.
Test recovery goals, documentation needs, decision criteria, stakeholders, and timing.
Agree on an asset list, photos, stakeholder introduction, pilot, or working session—with an owner and date.
Short formats
Context → impact → relevant outcome → specific action. Ask only four to six questions.
Set the agenda, find the trigger, map the current process, qualify scope, position selectively, and close.
Use when there is enough interest and time to evaluate fit, operating detail, stakeholders, and the next commitment.
“Thanks for making the time. I’d like to understand how retired equipment moves through your organization, where the process is difficult, and whether there is a practical way Galide can help. Does that sound right?”
“What typically creates the next volume of retired equipment: a refresh, offboarding, an office or data-center event, or periodic cleanouts?”
“How do you handle that today—from collection through data handling, reporting, and final disposition?”
“What is working well today, and where do you still have manual work, risk, delays, or limited visibility?”
“Who owns the assets, the operating process, and the final vendor decision? I want to make sure the right people are involved.”
“The simplest next step is to review the next project using an asset list, photos, or a short working session. Can we confirm the owner and date?”
Required discovery areas
Start broad, follow meaningful signals, and go deeper only where the answer changes qualification, solution design, economics, or the next step.
Use the customer’s language before introducing Galide terminology.
Confirm what is known, estimated, owned, or still unresolved.
Leave with an action, owner, date, and definition of success.
Post-call judgment
Select the posture that best reflects the evidence. Interest alone is not qualification.
Position selectively
Do not introduce every service. Connect one or two relevant strengths to the customer’s stated operating need.
Lead with serial-level documentation, chain of custody, data-process requirements, and MDM or lock release before resale. Do not open with broad sustainability claims.
Lead with a structured buyback and disposition path, realistic grading assumptions, centralized pickup, and net economics. Ask for models, quantities, age, condition, accessories, and warranty status.
Lead with return kits, prepaid labels, return tracking, and flexible routing. Confirm whether assets return to the company or go directly to Galide.
Lead with reducing portal and spreadsheet work, initiating disposition from the system of record, and attaching post-processing records. Discuss only after confirming ServiceNow is active and relevant.
Lead with a disposition plan based on models, quantities, data-bearing components, access constraints, and timing. Request a list or photos; do not assume all equipment has value.
Lead with reporting Galide can substantiate: category and weight reporting, recycling documentation, and available impact metrics. Confirm the required format before committing to a custom report.
Lead with Chromebook or iPad transitions, centralized logistics, MDM release, individual documentation, and required sustainability reporting.
Lead with upcoming refreshes, office or data-center work, recovery value, audit trail, and less manual coordination.
Lead with remote return kits, recovery tracking, flexible routing, and a clean employee experience.
“If the process is working, we are not asking you to change it simply to change it. Where, if anywhere, do you still have manual reconciliation, audit risk, limited reporting, or a future refresh we could compare?”
“We can support secure, documented recycling. Before assuming there is no recovery value, would it help to review the next newer devices, infrastructure equipment, or upgrade removals so we can be clear about what is and is not realistic?”
“That is completely fine. Rather than force a project, let’s identify the next likely trigger and reconnect when it is closer. Who should be included when that event appears?”
Close with evidence
Interest is not an outcome. The next step needs an action, a customer owner, a Galide owner, and a date.
“Galide gives retired equipment a controlled next step. We coordinate the appropriate pickup or return path, receive and audit the equipment, handle the agreed data process, document the outcome, and provide recovery and settlement reporting. The exact path depends on the asset mix, condition, locations, and MDM or lock requirements.”
“I do not want to give you a misleading number. Recovery value depends on model, age, specifications, quantity, market timing, and readiness to leave the environment. Condition, missing components, MDM or Activation Lock issues, and incomplete asset data can change the result. A rough asset list gives us a credible preliminary recovery review instead of a guess.”
“If you can send a first-pass asset list with device type, model if available, quantity, condition, location, and MDM or lock status, we can review what looks recoverable, what needs action first, and the recommended path. When can you realistically send it?”
Subject: Next steps: [Company] + Galide Hi [Name], Thank you again for the conversation today. I appreciated learning more about [trigger / initiative] and the need to improve [stated pain point]. Based on what you shared, Galide can help with [relevant capability 1] and [relevant capability 2]. As agreed, the next step is [specific action] by [owner / date]. We will provide [quote, disposition plan, supporting materials, or meeting invite]. Please let me know if anyone else should be included in the next conversation. Best, [Name]
Complete within one business day
Record the commercial truth in Salesforce. An Opportunity begins only once discovery confirms an asset-list or test-pickup path; earlier calls belong in the prospect, account, contact, and activity record.
Use “Copy summary” to refresh this view and place the structured notes on your clipboard.
Capture the trigger, signal date, stated need, and qualification path in the account activity. Add to the Opportunity after the asset-list or test-pickup path is confirmed.
Capture asset types, estimated count, condition, scope hypothesis, and asset-list availability.
Capture geography, consolidation point, pickup model, on-site constraints, and target timing.
Capture security notes, chain-of-custody requirements, and MDM, Jamf, lock, or relevant system context.
Capture the operational owner, asset owner, security or compliance contact, procurement path, decision-maker, and influencers.
Capture the exact action, owners, due date, follow-up meeting, and what Galide will provide.
Use the configured Salesforce labels in the final workflow. This reference describes the required information, not unconfirmed field API names.
Live-call quick reference
The objective is one clear next action with an owner and date. Ask only the questions that change qualification, solution design, or the next step.
“I’d like to understand how you handle retired equipment, where the process is difficult, and whether there is a practical way Galide can help.”
Refresh, move, upgrade, cleanup, offboarding, or another lifecycle transition.
Assets and quantity; locations; current process; security or MDM controls; provider; stakeholders; timing.
Manual reconciliation, missing certificates, MDM-locked assets, remote returns, unclear recovery value, or reporting needs.
Security → documentation. Refresh → recovery. Remote → return kits. ServiceNow → less manual work. Infrastructure → a model-and-quantity plan.
“The simplest next step is [asset list / photos / introduction / pilot / working session]. Can we confirm the owner and date?”