The afternoon duo on the local sports radio station is very entertaining. Sometimes a caller will phone in and allege that the hosts said something outrageous about their favorite team. The host, having said nothing of the sort, will ask if the caller has been listening to his imaginary radio again. If the caller stubbornly continues, the host may quickly hang up, but only after shouting, LISTENING IS A SKILL!”
The comment “listening is a skill” is very true. It is a valuable tool. How are your listening skills? Do you actively listen during conversations or does your mind wander? Are you thinking of what to say when your turn rolls around? When I teach companies how to “Hit the Grand Slam” with their customers and associates, I stress the importance of listening, learning, and loving. In this article, we will discuss the value of good listening.
Who should you be listening to? Always be listening to your customers and associates! As you know, if your associates aren’t motivated to put the thrill back into customer service, then your customers aren’t going to experience the benefit -exceptional service.
Ask your associates how to provide better service and listen to them when they report an upsetting issue. Often, they are more interested in being heard than actually getting you to change a situation or a decision. Your associates will be happy to help. If you want to know what your customers want, ask them. Do you ever pick up the phone and call your customers? Everything is email these days. Have a goal to call three customers a day. After one week, you will have solicited feedback from 15 people. The results will be more loyalty and more repeat customers. A healthy business will not be far behind.
Here are some tips for better listening:
1) Maintain eye contact
When conversing, make sure to keep your eyes fixed on your partner. Don’t stare (that’s creepy); just try not to let your gaze wander. Keeping the focus on your conversation partner is a great start towards being a better listener.
2) Incorporate gestures into your conversation style
Use facial gestures to show that you are listening. Nod your head when appropriate. Naturally! Not like a puppet, with someone else at the controls. The person talking wants to be heard. Proper gestures can help show that you are listening.
3) Remove distractions
Put your phone in your pocket and leave it there. Admittedly, I am getting better at this, but it’s been a long road. Nothing is so urgent that you must answer your phone every time it rings. If it’s really important, you will get a call back. If you’re expecting important calls, make a different ring
4) Do not interrupt
Let the other person finish their sentences. Nothing is more irritating than having someone else finish your sentences. Let them get their entire thought out, and then respond.
5) Concentrate on what they are saying not what you are going to say
A common flaw while conversing with customers is not listening to their complete thought. For example, a customer may be asking a two-part question; however, because you are formulating your answer, you won’t hear the second part of the question. The customer has to repeat the question, which is frustrating. If wastes their time and shows a lack of respect.
In many businesses, the company leader thinks he or she has all the answers. Does that describe your business? Do you actively solicit your associate’s feedback? Have you ever asked your customers how you can improve your operation? You may not want to know some of the answers! Start listening to your associates and customers, and your business will be stronger for it. Now, if you’ll pardon me, I’m going back to my imaginary radio. The World Series is on and the Cubs are playing.
Tags: actively, allege, arent, being heard, conversations, email, exceptional service, eye contact, favorite team, gaze, grand slam, listening skills, local sports, loyalty, radio station, solicited feedback, sports radio, valuable tool
