I remember when I was small I would always be told “put your listening ears on”….Always wondered what in the heck are listening ears…(That’s a joke)….
Well, most of you get the concept. Listening ears have never been more important than if you are running your own service oriented business such as a computer repair business.
Are you listening to what the customer’s problem is?
Are you listening to what the customers’ concerns are?
Are you listening to what the customer would like done?
Are you listening?
I’ve said it many times before but pretty much a tech savvy person can fix a computer or build a network…But, not just anyone can run a business. It’s takes a special person to do that and special qualities in order to be successful. Customer service should be on the top of your list of things to do on a daily basis. And having your “listening ears” on at “all times” is one way to make sure you stay in business.
Too many times I have seen where customers were turned off by other companies because they did not listen to the customer desires. Now, don’t get me wrong sometimes the customer comes up with some of the craziness things I’ve ever heard but “oh well”….that’s my job to listen and go from there.
Now, the reason I bring this up is because I recently had to have some work done online and of course I use a variety of people. Well this time I decided to try some new people.
I have my list of things needing to be accomplished all spelled out from A thru Z…I talk to the first potential guy about doing the work, go over all the things and then it happens……He tells me he can do those things (not very convincing) BUT he also can do A thru Z (his own list)….I’m thinking to myself I don’t care about his list, I want my list done. Then he proceeds to inform me “how important” his list is and why it’s imperative that I do it that way. The conversation went from bad to worse…..obviously he was not going to work out.
Unfortunately I had to go thru three other people before finding that one individual that actually said to me “tell me exactly what you want done”…That is what I wanted to hear. I told him my list and his response was “not a problem, I can do it all”….
Bottom line is if you are in business then you better know when it’s time to put your “listening ears” on…..
Dan
ACRBO.com
6 Responses to “Listening Ears”
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October 29th, 2010 at 9:57 am
This problem plagues many service business, as I was reading your post it reminded me of how realestate agents do the same thing. You tell them your price range and area and they proceed to show you what they feel like showing you
October 30th, 2010 at 7:34 am
Thanks for share this information with me.
November 5th, 2010 at 3:44 pm
Yup! Listening is key! Also, people are interested in the value you bring to their business, not how much you can flex your tech muscles (so to speak). What is the real value/benefit to the client? How does it benefit their business and personal lives?
November 10th, 2010 at 8:50 am
My dad has been in business for over 15 years and a piece of advise he offered to me was to put my self in the customers shoes. Ask yourself what you expect as a customer and treat your clients that way.
November 24th, 2010 at 6:02 pm
Listening skills are really very important in probably all careers, professions and businesses. By properly listening to what the customer says, a technician can provide him or her the appropriate services.
December 16th, 2010 at 11:54 pm
It can be hard to deal with people not knowing first their level of computer knowledge. You risk offending them by talking down and also by sounding too technical. I find that openly addressing this fact makes it easier to deal with it. People will recognize that you are really trying to help them. Don’t assume too much and repeat back to the customer what you think they want done.