Listen and learn- to increase your bottom line!

There are a number of ways to ensure customer satisfaction for your customers. One of the most overlooked ways is with our ears. Are we hearing our customers or are we listening to them? This could be a difference between “customer service” and customer experience”.

What is the difference between hearing and listening? According to the University of Minnesota – Duluth, - “Do you think there is a difference between hearing and listening? You are right, there is! Hearing is simply the act of perceiving sound by the ear. If you are not hearing-impaired, hearing simply happens. Listening, however, is something you consciously choose to do. Listening requires concentration so that your brain processes meaning from words and sentences. Listening leads to learning.”

Think about this and how it relates to delivering a customer experience. How many times has someone actually taken the time to LISTEN to you and try to solve your challenges, rather than selling you what they want you to buy?

Or when was the last time you were surprised that someone actually LISTENED to you and followed through on your request, or idea?

Finally, when was the last time that someone actually listened and remembered that you liked a certain color or style or food or beverage item, and went above and beyond to make you feel special?

What do all of these have in common? People “listening” to you; concentrating on YOU and learning more about you. If any or all of these happened to you, I would guess that you would “feel” differently about that vendor and that experience.

You see, Customer Service is doing the things they should be doing anyway…the hearing aspect of the business.

But Customer Experience is exceeding your expectations, going above and beyond…and really listening to you. Wouldn’t you want your service provider to listen to you, to help solve your challenges, and treat you with class, prestige, and importance?

If you want to generate more “love” for your business…well, there is a reason we have been given two ears and one mouth. Really LISTEN and learn about your customers. They will love you for it.

Bob Pacanovsky is a Keynote Speaker and Trainer who works with companies and organizations to develop the Black Tie Experience- creating an impression that LASTS through leadership, service, actions, and behaviors. 

To learn more, contact Bob Pacanovsky:

Call (330) 352-6084 or email [email protected]