Listen to Clients
To learn your clients’ needs so you can serve them well, L-I-S-T-E-N!
L – Look at the other person. If you are on the phone, visualize yourself in direct conversation. Listen for changes in tone of voice and pacing of speech.
I – Involve the other person. Make sure that the other person stays active in the dialogue and that all is clear. When the other person has stopped speaking, pose questions to clarify ideas. Ask. Don’t assume.
S – Steady as you go. Control your emotions. Don’t miss something the other person says because you are emotionally involved. If the client says something you don’t care for, remain calm and ask questions later. Don’t interrupt.
T – Translate your client’s statements. Try to understand from the other person’s point of view. Repeat what was said in your own words, and then ask if that is what she meant.
E – Excursions aren’t allowed. Don’t take any mental excursions while the client is speaking. Listen and take notes to stay on track.
N – Needs are key. Give the client what is needed, and you will hear what you need to know.