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Show Listening Through Change


When customers shout their needs at a company, it's the company's job to listen and listen well. Otherwise, it might not remain in business. Listening is Job One.

Managers listen through daily reports of the business. They listen to employees, who are usually the "ears" of the company. Managers listen to market trends exhibited by competitors and in collateral industries.

It's a tough job, listening.

But when you do listen well, how do you show that you're listening?

In person, you do it with eye contact. By responding along with the flow of the conversation and with little cues - verbally and nonverbally - you show you're engaged.

A corporation, per se, can't make eye contact. Each employee can make eye contact and give the customer rapt attention. That's a good start - to build an interpersonal culture where business meets the street.

But people often feel that though they give their comments and concerns to the nearest attentive employee, the message goes no further. The attention is shallow.

No matter how large the company, people crave personal response - all business is personal. Especially now, when competitors are not just local but regional and global. How cool it is when someone suggests something to a company and, a week later, it's implemented. The customer sees response in action. They see change.

When customers see the impact of their bid, they respond with devotion to the brand.

Show that you listen, and customers will show you continued business.


Tags: listening | business
by Brett Rogers, 6/15/2007 10:52:53 AM


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