Staying curious applies to opportunities for learning in all facets of your career. It doesn't begin and end during a training video, either. It's important to remember that the client has the information we are looking for. Treating them like we have the answer before we have given them a chance to explain doesn't lead to a positive experience. What we want to do instead is acknowledge that they have information we need, ask them for it and ensure that they feel heard the whole way through. When you've done your work and the client asks you what the solution was, that is your time to educate them about what they're asking, not when they are panicked, or nervous and making the call because things are not working or are still not working.
W – Why A – Am I – I T – Talking?
Some people might have a bad habit of interrupting conversations. To combat this, one of the most impactful things you can learn is "why am I talking?" This reminder is something to reflect on while we are having conversations with clients as well as with our colleagues.
Am I talking to fill space, am I uncomfortable with the silence?
Am I talking to communicate something important to the client?
Am I talking to tell the client something, a story about myself, that I've been reminded of when they were talking?
Am I talking, or am I listening?
Silence is powerful. Taking a pause can lead to more answers than even asking the right questions, at times.
In conclusion,
Keeping in mind the acronyms learned today, and that we don’t always need to have something to say, do you think there are steps you can take to help your business improve upon any areas of weakness? Reflect on that and hopefully, in time, you will notice that the steps you and your teammates are taking are improving our weaknesses and, even, converting them into strengths.
