Customers recognize selective listening and when we aren’t asking the right questions or probing to understand what’s really happening and learning what it means to them personally or professionally, according to David Brock. They’re often looking look for our help but find us unwilling to take the time to understand their markets, their business, their strategies . . . their real needs.
We expect the customer to be interested in us, but through our lack of knowledge, our lack of understanding, our absence of empathy, we are displaying our disinterest in them. – David Brock
AHD’s weekly contributor Patrick Malone often says, “You have to get out of your own way to truly discover a person’s perception of the facts.” Malone describes a questioning sequence called NIQCL that is effective for analyzing needs, problems or opportunities in depth through a series of articles written for Vet Advantage. < link >
Source: Partners in Excellence, May 7, 2019. Link.
To be interesting, we have to first be interested. The skill underlying the concept of being interested is curiosity.
Also see: Search results for NIQCL, Vet Advantage. Link. Note these selected Malone articles: