Listen and Understand to Succeed
No matter what type of business you are in or what your role within the business the most important thing you can do to succeed is to listen better. There is little in life more frustrating than being forced to explain something multiple times because someone was not listening or did not take the time to understand what was being communicated.
I had a recent appointment to have new tires put on a company vehicle and spent the first 20minutes trying to explain to the shop that I needed 17 inch tires put on the car instead of the 15 inch tires they were trying to sell me. The clerk was quick to explain that the computer shows 15 inch tires are right for the model and year of the car. The car did come with 15 inch rims and tires that were taken off and replaced with 17 inch after market rims over two years ago.
The tire shop clerk was trained to go by what the computer said, but not to listen to the customer of what to do when the computer was wrong. After the shop finally seemed to understand that the car needed 17″ tires they took the keys, filled out a form and asked that I wait an estimated 45 minutes for the work to be completed. After close to an hour the poor shop clerk came back explaining that they were unable to install 17 inch tires because the computer says 15 inch tires are what should be installed so if they put on any other size tire the company could be liable for lawsuits.
That seems like a stupid policy but I can accept whatever rules the shop comes up with but I will not accept wasting over an hour because nobody took the time to listen and understand. I will never go to that shop again, they have lost our business forever. Listening will increase sales, solidify customer loyalty, bring referrals, improves office communications and helps business succeed. Beyond listening is making sure you understand what is being requested or at the very least what the person is trying to accomplish. People do not always communicate well, sometimes what we hear is not what what the other person says.
The most important part of communication is truly understanding what the other person is really telling you. SLOW DOWN, repeat back what you believe the customer, co-worker or prospect is asking and be sure to over communicate whenever something is unclear. No matter what the problem there is a solution and that solution may simply be to understand what the other party is trying to share so you are able to provide the right solution.
Robert ‘Dot Com’ Jackson
http://www.BuilderConsulting.com
913-814-8844 Corporate Office
