By Hank Trisler
Our poor listening skills lead us to:
ASSUMING WE KNOW WHAT'S ON THE CUSTOMER'S MIND
We haven’t been listening to the customer because we’ve been thinking about what we’ll say when it’s our turn to talk, so how can we possibly know what’s on her mind? We can’t, so we assume what is on her mind because we know what should be on her mind.
The pay is far higher for asking the right questions than for knowing the right answers. Actually, no one cares how much you know until they know how much you care about them and their problems.
Assuming we know what's on the customer's mind leads us to the most ripely perverse behavior imaginable. We babble on about things that interest us, leading us to believe they also interest the customer. We will discuss this in nauseating detail the next time we chat, as I assume you should be interested in it.
Meanwhile, please let me know what's actually on your mind.
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