If you want to grow your business - Learn to LISTEN!!!
One of the most important things that you can do as a business owner is listen to your customers. In order to do that, you have to really lose any strong agenda you already have. This is one of the main reasons people don't listen well. Although they come in many sizes and shapes, I thought you'd enjoy a few of my categories of people who don't listen enough:
Techie-Nerds - These folks are so deep into their expertise that they really don't have time for their customers. They're busy "telling" their customers rather than listening. Often times they are people with very, very strong technical skills. They even feel justified because their customers have come to them for "advice". The problem is that they forget that one of the most important parts of giving advice is LISTENING to the situation. They tend to listen until they've "heard enough", then they just jump into their views of what needs to be done next. From surgeons to engineers to accountants, these people are here to tell you what they know (whether you asked for it or not).
Airheads - These people unfortunately have no idea what it is that you're talking about. After the blank look on their face as you spoke, they start talking about something completely different. It's as if they never heard a word you said. You've met these folks. They're the ones that make you shake your head, furrow your brow, and wonder if you're actually the one that has lost their mind.
Pushy Salespeople - It matters not what you want, the pushy salesperson is going to try to sell you whatever it is they're currently trying to sell. Imagine the family of four going into the used car dealer asking for a sensible four door sedan and the salesperson starts talking about the nice new two-seater convertible that just arrived on the lot. Many salespeople slip into this mode. Even though they don't mean to, they'd rather have the customer buy from them than someone else. They are willing to overlook the fact that there isn't a perfect fit, and think that their product or service will be "close enough".
Other Agendas (Activists) - These folks appear to listen to you until you say one of their "trigger words", then they're off and running! They now see no other path but to convert you to their cause. Those of you as old as me may remember the old Abbott and Costello bit called "Niagara Falls". As soon as anyone said the words "Niagara Falls", the person took on a faraway look and started spouting a story about "Niagara Falls".
Here's my advice to everyone in business: LISTEN! Listen to what your customers are trying to tell you. Your customers can't concentrate on you until you've listened to them. If they believe that you've listened, and really understand what their problems and concerns are, you're a lot closer to having a satisfied customer.
Satisfied customers - That's what I believe business is all about.
Till next time,
Jerry
Copyright 2004 Jerry Wistrom and All Out Coaching, LLC
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