Listen … Do You Want To Know a Secret?
Listen,
Do you want to know a secret?
Do you promise not to tell, whoa oh, oh? The Beatles
Recently I had an online chat with a rep at Ally Bank. Here’s the transcript:
Welcome to Ally’s Live Chat. Thanks for joining us! A Customer Care Associate will be with you in a moment. You are number 1 in the queue. Thank you for waiting.
You are now chatting with ‘Raymond’
Joe: Raymond I already have a checking account with you do I have to reapply for a savings?
Raymond: Thank you for chatting with me today. How can I help you?
Joe: Raymond I already have a checking account with you do I have to reapply for a savings?
Raymond: You click on “Open an Account”.
Joe: Can you answer my question I’ve asked it twice
Raymond: Would you like me to send you a link to our online account application?
Raymond: Are you able to see what I have posted, Joe?
(My thought at this point is CAN YOU?)
Joe: Do I have to fill out an application if I already have a checking account with you … the answer is yes or no …
Raymond: Yes.
Joe: Thank YOU
Raymond: You’re most welcome. Can I assist you with anything else today, Joe?
Joe: No thanks!
Bottom Line: I decided to deposit my money in a different bank.
How do people feel during and after a conversation with you?
3 Questions To Ask Yourself About Listening:
- Do people ever tell you that you don’t listen?
- Do you ever find yourself talking and in the middle of your sentence, you forget what you were talking about?
- Do you ever ask someone how you can help them just so you can tell them what it is you want need
If you answered yes to just one of the above questions here’s a little secret … SHUT UP AND LISTEN!!!!
Get out of your own head and into the head of the person you are attempting to connect to.
Stop thinking, stop talking, and stop assuming you know what the other person wants or needs. Start by asking them what they need, not because it’s in the script or because it obligatory and then actually listen to what they are really saying.
Why? Because LISTENING is what selling, leading, parenting, being a partner, a customer service rep, a doctor, lawyer or anything other role you want to add to the list is all about …
And that my friends is no secret!
