Long Live (Active) Listening

Breaking with current convention, here's some LinkedIn content not written by ChatGPT.

Or is it?

Skip to the end if that's all you want to know. Otherwise, indulge in the latest tips on client feedback success. There's a Chorus business update too.

FEEDBACK KNOW-HOW WORTH KNOWING

Harvard Business Review has shared some fine research-backed advice. There's counter-intuitive insight into What Great Listeners Actually Do. Hint: it's more than just keep quiet, nod and paraphrase:

"Sitting there silently nodding does not provide sure evidence that a person is listening, but asking a good question tells the speaker the listener has not only heard what was said, but that they comprehended it well enough to?want additional information."

Beyond asking relevant questions, good listening proves to be:

1. A two-way dialogue that flows as an active conversation. You can't be passive; you the listener should have an opinion too.
2. Making the other person feel supported and conveying confidence in them. Don't be judgemental. You have to establish trust before people open up.
3. Offering useful suggestions, when the timing is right. Obviously interrupting or arguing is out, but highly rated listeners do offer their own input.

In another article, they've run the numbers on the timing of feedback requests: When Is the Best Time to Ask Customers for a Review. The advice is to allow about two weeks after a transaction, rather than right away, before asking for feedback. This allows people time to reflect, and overall, gets you optimum response rates. The findings aren't professional services specific, but the logic seems about right.

Our own work at Chorus has led to identifying the most common Three Reasons Why Client Feedback Programmes Fail and how you can avoid the pitfalls (for example, not creating a financial link with success).

We've also come up with a handy list of 17 Questions to Better Understand Your Clients aimed at client-facing professionals who would benefit from some conversation starters. The prompts aim to uncover unmet needs and wants. Here are the first five to whet your appetite:

1. How have your business priorities changed since last time we met???
2. How well would you say our organisations are collaborating??
3. What do you see as the biggest success in our work together over the last year???
4. Are there any aspects of your organisation you think I should understand better???
5. What specific change in behaviour would improve the quality of our service?

Besides talking to clients, if you're doing any sort of 360 or employee feedback soon, consider Liz Fosslien's Criticism Crime Scene:

I think we've all been on the end of similar brutality but it's also sometimes easy to inadvertently commit the same crimes unless we give it proper thought and planning.

Another visual we really like is this Mark Ritson inspired Marketing Land which is an excellent reminder of the need for diagnosis and strategy, before execution. Oh yes, and that market research should be at the start of that journey! (The rumours are true by the way, we do offer brand perception studies with buyers of professional services - clients and non-clients too).

CHORUS BUSINESS UPDATE

Meanwhile in Chorus Land, we are delighted to have law firms Watson Farley & Williams and Foot Anstey on board as new clients, exploring the realms of client insight.

We're also very pleased that Neil Dymond and Silvia Iranzo Ferrandis have joined us in research roles, adding yet more knowledge and expertise to our ranks.

We've also been fine-tuing our stated collective purpose. When you boil it down, our aim is to:

Help people understand each other; promote listening, empathy and collaboration.??

This is in all that we do, whether undertaking client feedback, employee engagement surveying or brand perception studies. We believe facilitating improved mutual understanding is key to success.

Who Done It?

And who authored this? As much as I'm enjoying getting into arguments with ChatGPT that occasionally lead to some interesting creative output, this is all human penmanship. For now at least; Qualtrics are reporting here on which market research roles will soon be replaced by AI alternatives.

Graham

Graham Archbold is the founder of Chorus Insight, an innovative client feedback and brand perception consultancy. www.chorusinsight.com.?

Contact: [email protected] / 07771694094