I have a friend who has followed a career path that he designed many years ago. He rose through the ranks quickly to a Vice President position, and he has achieved a good work/life balance. His department is known for hiring and retaining top talent and creating a terrific team-oriented environment. I asked him a year ago "what is your best leadership advice for others?" Without any pause, he said "listen more, listen intently and speak with purpose."
Listening more and listening intently are both essential customer service skills. When we quiet our minds, quiet our egos and open our ears, we can learn what our customer wants.
Speaking with purpose, after consideration of what our customer wants, reinforces the message of taking care of our customer. It takes time to formulate a response after listening to a customer, and pausing is a necessary part of translating a thought into purposeful speech. A pause is a sign of a thoughtful person to me, and it draws me in to listen.
What lessons have you learned about Listening?
