"Listening", or, "Hearing"?

I was thinking about what many go through when speaking with customers in the field, and when many potential buyers call into our office asking numerous questions about our products. Many times, way before we can get a chance to answer--1--question they have asked several more. At times, I just want to ask if they can slow down so that they can absorb my answer(s).

I read somewhere where people spend approx. 70% of their waking moments communicating with others. This highlights the important of listening particularly for those, like yourselves, who service others. Customers who want to share their carpet care problems; Building Maintenance Supervisors who want their problems solved, etc.

I ask: Do you really hear them, or are you really LISTENING? Because this may be the difference between accepting a job; doing a job; or, accepting further liability and re-dos.

Truly listening to a customer--by interpreting & understanding the significance of what they are saying--allows you to really understand not only what they are saying but maybe even the "reasons" behind why they say what they do.

Learning to be an effective listener is a difficult task because it takes a little time and training on our part. The beginning listener needs to learn the value of "silence" and allow the other side the opportunity to think, ask and answer your questions without interuption.

Never forget that the beginning of wisdom is "Silence". The second stage is "Listening".


Perhaps something to think about in order to diligently make an effort to acquire this extremely important skill. Because once you do, you will achieve greater success in your business and in your private lives.

Best to all;
Ed Valentine
cross-american.com

New forum member here. Great post Ed.