How well do you listen? Seriously, now, how well do you listen?
I imagine most of us think we're pretty good listeners. But would your customers say the same thing? Think about the people you like to go to for advice. Do they spend more time talking...or do they spend the majority of their time listening to you, helping you work through your challenge. Think of a psychiatrist...do they spend more time talking...or listening?
Listening is, and has been, a critical component of effective communication. Yet listening seems to be a lost art in our society. We talk a lot! But if you want to set yourself apart from your competition in the customer experience, one way to do it is listen. Customers want to be heard, whether they are purchasing a product or service or having a problem with it.
So how do you improve your listening skills? Here are a few thoughts:
- Be an active listener. Think about the actions of people who don't listen to you...write them down if you need to and be aware of them when you're listening to others. Chances are, you're practicing some of them yourself. Now think about the actions practiced by those who do listen. Write them down as well and be aware of them.
- Remove distractions. Remember, the person speaking is the only thing happening at that time for you. If you are a busy part of your office or store, suggest you move to an area or office that's quiet. That way you don't see people walking past out of the corner of your eye and have that incredible urge to see who it is. If you're in front of your computer, turn it off, go to another room, or turn away, like Greg recommended yesterday. That's especially true if you're listening on the phone...it's way too easy to be multi-tasking and totally space what the other person is saying.
- Ask questions. Don't assume you know someone's situation or challenge. If you try to imagine yourself in their shoes, and can't, ask more questions. You need to get there to truly understand where they are. Clarify with questions, paraphrase with, "What I heard you say was..."
- Don't interrupt. This is a difficult one because our minds work much faster than our mouths. But I'm sure we've all been in the situation where we've been cut off mid-sentence while trying to make a point. How annoying is that? Process what that person is saying and then...and only then...respond with a question or comment.
- Remove your filters. We all have filters based on our background, current position, knowledge...what I like to call our baggage. Be aware of how you filter information and try to remove as many barriers as possible. Listen openly, without judgment, without prejudice, and without trying to fix things immediately.
- Listen with empathy. Empathy is accepting and understanding people for who they are and what they are experiencing in their situation. Listen, accept what they are say, and determine your reaction. Don't assume you know what they want.
- Be aware of non-verbal signs. Up to 75% of our communication can be non-verbal. So if you're interacting in person, listen to the tone of the speaker's voice, the look on their face, their movements. Do they match the words being spoken? If you aren't interacting in person, go back to the third bullet in this post. Clarify, clarify, clarify.
Everyone one of us wants to be heard. Are you listening, truly listening to your customers? If not, try on some of the suggestions above and see how they work for you and your customers.
jkl
