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Atricle Dump - How Empathic Listening Can Help Build Long Lasting Customer Relationships
Peer out of your office door, what’s your secretary doing right now? If you answered surfing the internet, taking a nap, or reading a magazine, it’s time to rethink where your money is going. In an ideal situation, a secretary would be paid for the work they accomplish and not for watching the clock. If is my theory that small businesses can save money by hiring a secretary part time to manage office business and utilizing an answering service to manage the phones.Let’s analyze this theory from purely a mathematical point of view using 6 variables A, B, C, D, E, & F.1. Variable A: Secretary gets paid $12.00 per hour. 2. Variable B: Secretary works 8 hours per day. 3. Variable C: Sec
The customer had a lot of complaints and wanted to voice them to someone in authority. After the meeting, the customer pulled the VP aside and thanked him for coming. He also commented, ‘I really feel like you listened to me. I can’t tell you how much I appreciate that. Your sales rep, by the way, doesn’t listen. Which is why I wanted to speak with you.’
The customer
Have you ever wondered what the purpose of networking groups online are? We all know they are for getting to know others with the hopes of someday obtaining a client or referral. But don’t they have more of a purpose? Aren’t they for finding other people to build relationships with to benefit your business, your clients’ businesses, and their businesses? I think underlying to networking groups is also finding lasting relationships and friendships. Working virtually we spend most of the day in our own offices, with no contact to the outside world. While there are many blessings to this, it can be lonely. So how can you get the most benefit from a networking group online?First, you can remember th
We all leave training armed with product knowledge… amazing features and benefits… and enough information to be dangerous. But no one teaches you how to listen. What helps you understand what’s going on in your customer’s world? Certainly not product knowledge. Listening is one of the most important, and least utilized skills, in most sales training programs.
Empathic listening takes listening to a completely different level. Most people listen to be understood by the person they’re talking to. Empathic listening is listening with the intent to understand the person you’re talking to. See the difference? If you are trying to understand what your customer is telling you, they know you’re listening. If you keep speaking trying to get them bought into your agenda, it’s because the call isn’t about them…it’s about you and your agenda. The customer certainly knows who listens to their concerns.
It’s about finding a way to get in a person’s frame of reference. There are some simple ways to use this in you everyday business. For example, if you do a lot of customer interaction on the telephone, always ask, ‘Is this a good time for you to talk?’ You never want to try and have a conversation with someone who is distracted. This simple question tells your prospect you respect their time and have empathy for their situation. It’s much easier to reschedule than to try and have an ‘information gathering’ conversation with someone who isn’t listening.
If you do a lot of face to face customer meetings, a good way to open the conversation is with the question, ‘Do you mind if I ask you a few questions’? This is a non-threatening way to open a meeting. It also signals that you’re ready to listen.
Copyright 2006 Susan Adams
The better you get at listening, the easier customer relationships will become. A recent conversation I had with a friend illustrates this point. He is a VP of Sales in a large corporation. He was on a customer visit with a member of his sales team.
The customer had a lot of complaints and wanted to voice them to someone in authority. After the meeting, the customer pulled the VP aside and thanked him for coming. He also commented, ‘I really feel like you listened to me. I can’t tell you how much I appreciate that. Your sales rep, by the way, doesn’t listen. Which is why I wanted to speak with you.’
The customer
Exposure has to be the biggest benefit of a promotional mug. Your corporate logo or business name are immortalized on a mug that can go anywhere at anytime. It is an easy form of advertising. All you have to do is design a valuable mug that will speak for your business all the time, and get it into your customers’ hands. The customer at the office will use the mug. The business person in meetings all day will use the mug. The customer who just likes to enjoy a nice quiet cup of coffee at home will use the mug. Even the secretary who needs a place to put her pens will use your mugs. Imagine the places your business can go. Having your business name, or corporate logo out in the world, reminds your customers th
Empathic listening takes listening to a completely different level. Most people listen to be understood by the person they’re talking to. Empathic listening is listening with the intent to understand the person you’re talking to. See the difference? If you are trying to understand what your customer is telling you, they know you’re listening. If you keep speaking trying to get them bought into your agenda, it’s because the call isn’t about them…it’s about you and your agenda. The customer certainly knows who listens to their concerns.
It’s about finding a way to get in a person’s frame of reference. There are some simple ways to use this in you everyday business. For example, if you do a lot of customer interaction on the telephone, always ask, ‘Is this a good time for you to talk?’ You never want to try and have a conversation with someone who is distracted. This simple question tells your prospect you respect their time and have empathy for their situation. It’s much easier to reschedule than to try and have an ‘information gathering’ conversation with someone who isn’t listening.
If you do a lot of face to face customer meetings, a good way to open the conversation is with the question, ‘Do you mind if I ask you a few questions’? This is a non-threatening way to open a meeting. It also signals that you’re ready to listen.
Copyright 2006 Susan Adams
The better you get at listening, the easier customer relationships will become. A recent conversation I had with a friend illustrates this point. He is a VP of Sales in a large corporation. He was on a customer visit with a member of his sales team.
The customer had a lot of complaints and wanted to voice them to someone in authority. After the meeting, the customer pulled the VP aside and thanked him for coming. He also commented, ‘I really feel like you listened to me. I can’t tell you how much I appreciate that. Your sales rep, by the way, doesn’t listen. Which is why I wanted to speak with you.’
The customer
The application cover job letter sample is an important tool in creating a great impression to a hiring manager. Preparing yourself and making each cover letter unique will greatly impact your chances for a job interview.Here are 5 tips in creating your application cover job letter sample:1. Find a career posting of your liking, and make sure you are the perfect candidate for the position.Your cover letter and resume is your marketing and advertising sales piece but ultimately you'll need to sell yourself on the interview.This is easily done when you are convinced that there is no other person better than you for the open position.
It’s about finding a way to get in a person’s frame of reference. There are some simple ways to use this in you everyday business. For example, if you do a lot of customer interaction on the telephone, always ask, ‘Is this a good time for you to talk?’ You never want to try and have a conversation with someone who is distracted. This simple question tells your prospect you respect their time and have empathy for their situation. It’s much easier to reschedule than to try and have an ‘information gathering’ conversation with someone who isn’t listening.
If you do a lot of face to face customer meetings, a good way to open the conversation is with the question, ‘Do you mind if I ask you a few questions’? This is a non-threatening way to open a meeting. It also signals that you’re ready to listen.
Copyright 2006 Susan Adams
The better you get at listening, the easier customer relationships will become. A recent conversation I had with a friend illustrates this point. He is a VP of Sales in a large corporation. He was on a customer visit with a member of his sales team.
The customer had a lot of complaints and wanted to voice them to someone in authority. After the meeting, the customer pulled the VP aside and thanked him for coming. He also commented, ‘I really feel like you listened to me. I can’t tell you how much I appreciate that. Your sales rep, by the way, doesn’t listen. Which is why I wanted to speak with you.’
The customer
This article looks at a trend sweeping the UK public sector currently. Investment in flexible and remote working infrastructure by local authorities is delivering significant cost savings, improved services and added value for money for the general public.The need for local government to mobilise:Reduced operating costs - The key result of effective remote and flexible working strategy within any organisation is significant cost savings.Flexibility – on the move teams need to stay in touch and work collaboratively without the need for frequent return trips to the office.Accommodation – a desire by local government to reduce as far as pos
If you do a lot of face to face customer meetings, a good way to open the conversation is with the question, ‘Do you mind if I ask you a few questions’? This is a non-threatening way to open a meeting. It also signals that you’re ready to listen.
Copyright 2006 Susan Adams
The better you get at listening, the easier customer relationships will become. A recent conversation I had with a friend illustrates this point. He is a VP of Sales in a large corporation. He was on a customer visit with a member of his sales team.
The customer had a lot of complaints and wanted to voice them to someone in authority. After the meeting, the customer pulled the VP aside and thanked him for coming. He also commented, ‘I really feel like you listened to me. I can’t tell you how much I appreciate that. Your sales rep, by the way, doesn’t listen. Which is why I wanted to speak with you.’
The customer
Can you double your price and not lose half of your customers? Though studies show that over eighty percent of respondents are skeptical, in actuality, the answer should be yes much more than you’d expect.Many companies find themselves in need of raising their prices. Such pressure often originates from increased energy or raw material costs, but sometimes it comes from simply taking a hard look at the books and realizing that you need to get more for what you are selling. But once you’ve reached the conclusion that you need to raise prices you’ve surely arrived at the point of dread: telling your customers. What will they say? You imagine they’ll be angry…they’ll drop us for a cheaper supplier…th
The customer had a lot of complaints and wanted to voice them to someone in authority. After the meeting, the customer pulled the VP aside and thanked him for coming. He also commented, ‘I really feel like you listened to me. I can’t tell you how much I appreciate that. Your sales rep, by the way, doesn’t listen. Which is why I wanted to speak with you.’
The customer just wanted someone to listen. By listening, he validated the customer’s concerns. Even if the ultimate answer was that the problems would take a while to solve, it’s the fact that he listened that was important to the customer. Unfortunately, his sales rep wasn’t up to the task.
Ask yourself, how do you ever understand the needs of your customer if you aren’t listening? Imagine the relationship you can develop with a customer who believes you have listened to his concerns and acted accordingly!
In all of the sales training I’ve taken through the years, I don’t believe listening was ever mentioned. Most sales seminars are focused on some new process, and never get around to such a basic idea. Is anyone teaching you how to put yourself in your customers’ shoes? I doubt it. If you’re losing a deal, and don’t know why, how can it hurt to ask, ‘I would like to understand your current concerns regarding the recommendations I’ve made. When you feel I understand your situation, then we’ll review the proposal I made. Do you have a few minutes to discuss this with me’?
We have 2 ears and one mouth for a reason. Spend more time listening and less time talking and your sales calls will go a lot more smoothly. Maybe you’ll discover some hidden needs, and be able to provide solutions that involve your product or service.
It’s always important to remember that empathy is not the same as sympathy. Empathy allows you to ‘walk in your customer’s shoes’. Sympathy is the expression of an emotion. Just because you empathize with someone, doesn’t mean you are agreeing with their position. Remember, your goal is to understand their position. Once you understand, you can move forward with addressing any objections. You’ve taken a customer who was ready to walk away, and have brought them back to the negotiation phase of the sale. Instead of having to discount price or give something away, you’ve created more value for yourself. All by listening.
Copyright 2006 Susan Adams
It always sounds corny to say, ‘People buy from people they like’. It’s true. I’ve always believed that if I had a good product that was competitively priced then what tips the scale in t
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