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Hub You - How Empathic Listening Can Help Build Long Lasting Customer Relationships
Many companies find payroll to be monotonous and taxing. This is so because of the many government authorities– federal, state and local-- who tax payrolls in America, plus the numerous unions, banks and credit unions, and health insurance plans that people can barely keep up with. Online payroll services help eliminate the stress and confusion related to payroll processing. One of the best benefits of submitting payroll online is the speed, precision and safety of the process.Submitting payroll was never made easier or, in some instances, even fun. Welcome to the world of online accounting!Completing your payroll online is quick and economical. Checks, previews and reports can be printed from
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 an
If you ask me how much Bobby will sell this month, there is only one way to tell. It isn’t by what Bobby wrote on his forecast sheet. However, with the right information, this is an equation I can get into. If we run the sales activity numbers, we can pretty accurately determine where Bobby will end up this month, quarter and year. As the numbers and ratios change so will the final results. This can be exciting, when we are interested in managing sales and our business through sales activities.Sales activity numbers are an important indicator of success and failure. The problem associated with calculating sales activity is that many salespeople and sales managers don’t keep track of the vital numbers t
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 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
One of the events that occurs in business is the departure of a key executive. This has the potential to be very disruptive and can have a significant emotional impact on employees. So how do you deal with these feelings? Your strategic thinking business coach has some tips on how to deal with the departure of a key executive.+ Develop a positive message to deliver to all employees about the departing key executive. Discuss the development of the message with the departing executive, if appropriate.+ Select the various methods of delivering your message to all employees. This may include face-to-face meetings, company-wide email message, memo to all employees, etc.+ Schedule meeti
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 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 an
There isn't a day that goes by that I don't hear another small business owners complaining about some of the customers they have to do business with. Some of them REALLY are legitimate complaints, but after listening to 100's of different complaints, I have found the root of most of them is a lack of understanding. Therefore, I hope this article gets you on the road of addressing complaints and customer problems in your home business.The first step is to get past the irritation. It's only human nature to get a little upset when a customer writes to complain about something totally stupid. Complaints like: It's been two whole weeks and I haven't seen my ad on your website yet. Or, how about those really
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 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 an
In today's business and economy, is there a risk in being self employed? Absolutely! Is there a greater benefit (financially) in being self employed? Absolutely! The fact is that nothing worth fighting for is risk free and being self employed is the only true way to become financially free. If you are satisfied with your "lot in life" then find another article to read. If you want to know what it takes to become successful in life, then read on.Most countries are based on Free Enterprise, yet this simple concept seems to be generally lost. Since the industrial revolution where more and more people were needed to build the countries infrastructure, jobs have become a replacement for free enter
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 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 an
Introduction:Delegation is an essential element of any manager’s job. used effectively it provides real benefits to every one involved. This section will enable you to achieve the best possible results form each delegation you make from small everyday tasks to major leadership appointments. The sections covers every aspects of this process, form deciding and prioritizing which task to delegate and choosing the right person for the job, to recognizing and overcoming barriers and anticipating risk. Practical advice on how to develop and motivate staff, build loyalty, and give and receive feedback will increase your confidence and help you to become a skilled delegator. Included are 101 practical tips tha
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 the deal would be likeability.
And listening is something that makes you likeable. Listening can create rapport with a customer in a way that nothing else can. I can’t imagine someone disliking a sales rep that took the time to really listen to his or her concerns.
If you’re looking for a way to improve your skills as a sales professional, I suggest making an effort to use empathic listening. Listen to your customers and really try to understand what they might be trying to tell you. Don’t end up being the person who has to have a VP come visit, just so your customer feels ‘heard’. It’s your job to hear your customers. You just need to start listening.
Copyright 2006 Susan Adams www.susanadamshome.com
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