The Power of Listening

Listening to someone else talk is probably the easiest thing in the world to do. You just have to sit back and focus on what they are saying. You don't have to respond other than a head nod or some other facial expression to let the person speaking know that you understand what they are saying. If listening is so easy to do, why is there often communication problems in almost every facet of everyday life?

My theory is that people generally do not know how to listen. I always thought I was a great listener, until it was pointed out to me by more than one person, that I really wasn't. The true art of listening is an acquired skill that like so many other skills has to be practiced to be effective.

Next time you are in a conversation with someone take the time to focus on what they are saying and the words that are coming out of their mouth. Put all other thoughts in your head aside and truly listen. I guarantee you will come away with a clear understanding of what they said and you will be much better prepared to respond.

This concept can be really powerful in business and in life. If you listen carefully, people will usually give you all the information you need. You can then process that information to craft a response that is based on their actual needs, not your preconceived notions. Everyone has the ability to effectively listen, then properly process that information, most just choose not to do it. Developing this trait can become a key component to success in all areas of your life, helping to eliminate communication problems that cause so many problems in relationships today.

Oganization is the Key to Success

I remember working with a guy who always said, "How can you be lost if you don't know where you are going". I think this rings true for many people in today's world. They are always busy, yet don't seem to accomplish much. With some people that is by design. They are paid by the hour so appearing to be busy is much more important than actually completing a task. However for the majority of people wasting time is not a luxury. They are constantly under the gun to get things done with a never ending list of tasks. Their boss has no concept of time and is only looking to have answers and results for their boss. This trail leads all the way to the top. Often the president or owner of the company works just as hard if not harder trying to keep up with the demands of the whole company.

What can be done to stop this vicious cycle? One of the best ways to maximize productivity is good organization. You need to have a plan of attack, so to speak, that prioritizes tasks and clearly spells out what is necessary to complete the task. How much time is wasted trying to figure out how to do something before you actually do it? How much time is wasted having meetings to talk about doing something? If an agenda is developed and adhered to, much of your wasted time can be eliminated.

Roles and responsibilities need to be defined, so everyone knows exactly what is expected of them. This eliminates someone worrying about what someone else should or should not be doing. Reasonable time lines must be put in place. If a project starts to fall behind, you need to find out why and adjust accordingly. Sometimes it could be human error, or simply conditions that are out of your control. Complete one task before moving onto the next. While multitasking sounds impressive, trying to juggle too many balls simply causes you to drop a few.

If you develop a daily plan, prioritize the tasks, and stick to it, you will end the day with a sense of accomplishment. Remember you will never be done, just try and be done for the day as tomorrow always allows you to take another crack at it.

Networking 101- Understanding the Concept

Most people understand the benefits of networking as a way to expand and grow your circle of influence, especially those of us who own and run our own business. Meeting and interacting with other people is probably least expensive way to promote yourself as well as develop key contacts that can become valuable assets down the road.

Productive networking has to be about giving and receiving. If your sole purpose in networking is to "get what you can get" from everyone else, you will soon find people going out of their way to avoid you. You need to bring something to the table before you sit down to eat.

I have been at events where people have come right up to me, tell me what they do, and shove a card in my face. While that type of approach is an extreme, it does speak to a certain mindset, it's all about me. I have also gone to events and had great conversations with people and never even found out what they do. To network successfully you need to strike a balance somewhere in between these two examples.

First and foremost, you need to be able to listen. By showing you are genuinely interested in what someone else has to say, you engage them in the conversation. This also allows you to determine if this is someone you want to get to know better. Second, do not try to meet everyone in the room, rather focus on trying to meet two or three new people you never met before. A few solid contacts that you can follow up with is much better than a stack of cards of people you won't remember the next day. Finally, be yourself. Don't exaggerate or undersell any aspect of who you are and what you do. Let your true character make an impression on everyone you meet.

By following some basic rules, you can make networking one of the most productive activities for you and your business.

Word of Mouth Marketing

I think everyone realizes that "word of mouth" advertising is the cheapest and probably most effective way to market a business or product. There are countless examples of products that took off primarily through people simply talking about it, creating "buzz" so to speak.

Until recently,how many Red Bull commercials did you see on T.V.? This product is a perfect example of how people, not electronic or printed media can take a little known product and make it a huge success. It took awhile as Red Bull has actually been available for years, but slow steady growth is the best formula for long term viability.

If you own your own business a vital part of your marketing strategy should be creating "buzz" for your product or service. The first step is to be good at what you do and the second is to have your satisfied customers spread the word. One mistake business owners make is to assume this will automatically take place.

You have to create an environment that encourages people to talk you up. One way is to come out and ask them to. There is nothing wrong with asking somebody to recommend you to their friends and family. Most times if a customer had a good experience they are more than happy to help. Another way is a good old bribe. Offer them a discount on their next purchase if they give you a business generating referral. A more subtle way is to create some form of communication with your customer base. Sending out a flyer or newsletter is a good way to keep your name fresh in their minds as well as encouraging them to refer you to a friend or two.

You have to remember, there are only two ways to build your business, add new customers and generate more business from your existing customers. Word of mouth is one of the best and actually easiest ways to accomplish this.

Communicating with Your Customers

Everyone knows that customers are the life blood of your business. Without customers you really don't have a business, just a great product or service that nobody buys. Keeping in touch with your customers on a consistent basis is one way to better understand their needs and create a relationship that will build loyalty and trust.

You need to know what is going on in the market, and your customers remain the best source of information.Is your product or service meeting their needs? Does your delivery meet their expectations? Is there a competitor that is poised to steal them away? All these questions need to be answered on a regular basis. You need to know what they are thinking and how they view you as a supplier. If there is a problem you need to know about it. The only thing worse than a customer that complains all the time, is the customer that you never hear from. They are the ones that will take their business somewhere else once a problem occurs.

Another main reason you need constant communication is to build a relationship. Don't just call on your customers when you need an order or it is time to renew a contract. Reach out to them on an ongoing basis to let them know you value their business and you want to understand how to better serve their needs. Be genuine in your approach and be consistent in you actions. They will come to value you more than just for what you provide. They will reward you with their loyalty and trust.

Customers voice their dissatisfaction by taking their business elsewhere. Use all forms of communication available to ensure they remain satisfied with you and your company. By all means, don't be a pest, but do be vigilante in your efforts.

Where did the Time Go?

You often hear people complain that there are not enough hours in the day to get things done. As you struggle to finish everything you set out to accomplish in any given day, you find yourself succumbing to the pressures and stress this mindset will bring.

You have to realize that you will never be caught up no matter how long and hard you work. Even when you retire there will always be something on your plate that you feel has to get done. This has been ingrained in our psyche from day one. It all started when you were a kid in school. It wasn’t enough to go to class all day, the teachers felt compelled to give you homework.

I realized this awhile back and decided that I was not going let the burden of unfinished work drag me down. I would create a list, prioritize it, and work to complete my tasks following the order of importance. If something came up that had to be immediately addressed, I just put it at the top of the list and continued on my way. While this didn’t always work to perfection, it did create a mindset that reduced the stress of everyday life. As long as I completed what absolutely had to be completed, I would call it a day and save the rest for another time.

Unfortunately in today’s “get it done yesterday” world of deadlines too many people are swallowed up in jobs that consume them. Bosses forget their employees have an outside life and if you work for yourself your job becomes your life. Just remember, until the day you die, you will always have something to do. If you don't slow down that day may be coming sooner than you think.

The Sad State of Good Customer Service

When I like to think about customer service, I like to think about GOOD customer service.Good customer service is when someone greets you with a smiling face or a happy voice. They genuinely are interested in you and what can they do to help you. If there is a problem, they take the time to listen and work to find a solution. If it is just a general transaction, they are attentive and make sure everthing goes smoothly. Their main goal is have you walk away or hang-up with a sense of satisfaction and a good feeling about the company they represent.

It is right about now when I awake from this dream and am faced with the current state of customer service we as consumers face on a daily basis. Not that it's all bad, but I have experienced such poor service it makes me question how certain companies are still in business.

Good customer service begins and ends with a company's attitude toward providing it. Senior management must develop a company wide culture that embraces excellent service as a cornerstone of doing business. It does not begin at the ground floor, rather it starts at the top and must trickle down through the entire company.

If your front-line employees, who happen to have the most contact with your customers, don't understand how important it is to treat people in a proper fashion, you will never develop a consistant, quality approach to customer service.

As a high level manager or business owner, take the time to evaluate your company's current track record in relation to proving good customer service. If what you find isn't good,take whatever steps you can to correct it. Most customers do not voice their displeasure, rather they just stop calling or showing up.