I’m not really surprised that this topic has come back around so quickly but it just shows that listening is very important for IIPs and IT professionals.  It’s only been a month and here we are discussing it again.  Why?  What went wrong so quick?

Well…

Usually it’s a communication breakdown.  Are you frustrated or is your customer frustrated?  Your customer? Really?

“Oh they never listen to anything I tell them.”

“They always complain.”

“They’re never happy.”

Unless you graduated from some customer skills class with a 4.0, you’ve probably said these same words.  It’s inevitable. When you get frustrated and are convinced you’re listening correctly, it’s time to step back and think about what went wrong.

Let’s say I’ve worked with my current customers for nearly 15 years.  I’ve grown know them and their quirks pretty well.  So now I know that it’s probably not me when they start complaining about something.  It’s what they do.  Wrong.  All I’ve done in 15 years time is develop a perspective and an assumption.  What happens when you assume…?

Realistically look at the situation.  Sit down, watch, listen, and learn.  That’s right, LEARN.

“Ah, there’s nothing to learn here.”

“They’re not listening to me!”

Uh, yes they are and they see the attitude you’re giving them.  It’s obvious who the listener is in this situation and bets are, it’s not you.

Pick up your pride and confidently head back for another round of discussions.  Let your customer talk.  Don’t say a word. You’ve already shown your customer that you’re not a good listener, so be prepared to summarize.  Repeat their concerns and let them know you hear them.  Seriously consider taking notes.  They don’t want to waste your or their time spouting off about the same thing again.  Show them you are listening.  It’s your credibility that is at stake.  It’s easily fixed but you don’t have the opportunity to squander multiple times.  Even if it turns out to be a mutual issue, take the high road.  Regain their faith in mankind and resolve the issue quickly and thoroughly.

Now that you’ve redeemed yourself and learned a lesson, continue to listen, watch, and learn.  It only takes a little effort and goes a long way towards smoothing out the road to the future.