You’re not listening to me.”
Your customer is actually saying you aren’t taking them seriously and it is probably because you didn’t acknowledge their concern before you offered a solution.
Source: Vet-Advantage Magazine, June 2016. Link. By responding to the other person, you are telling her that she has the power in the conversation. Remember, they are the decision maker and you are the decision-getter.
INSIGHTS: Do not tell people you “understand.” Prove you understand.
Commentary
Proving you understand is one of the more important behaviors any animal health pro can develop. We may be able to diagnose a problem, decide on a solution and be ready to implement as we’ve done hundreds of times before. However, this may be the first experience for the other person – who IS the decision maker. Slow down. Respecting another person’s point of view or concerns does not mean you are agreeing.
Agreement and respect are not synonymous.