From a young age we’ve been taught that humans have five senses: touch, sight, taste, hearing, and smell. The reality is that we all use many more “senses” to figure out what’s going on in our world, especially when we’re interacting with other people. We all give off and receive subtle cues when we’re communicating, and astute listeners can pick up on the signals that we’re providing.
Think about the last time you were listening to someone. Were you comfortable in your surroundings, or were you in a strange or busy place, feeling uneasy or crowded in? Were you giving the speaker your full attention, or was your mind off somewhere else, preoccupied with some other pressing issue in your life? Did the person talking project a sense of calm, or were you put off by their nervousness and obvious lack of mastery of their subject matter?
When dealing with out most important listeners, our customers, we’ve got to be cognizant of the atmosphere we’re creating, the vibe we’re putting off, the subtle cues we’re giving to our clients in the moment.
We want to make things as easy as possible for our paying customers, being certain that they’re getting everything we’re putting out there.
Anything less… makes no sense.
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