Hello,

I would like to write on a subject that needs much more attention. This is a major skill that gets overlooked too often. And that skill is listening.

Everyone has to listen to someone. Employees listen to their boss, husbands listen to their wives (and vice versa), etc. I believe you get the point.

For the customer service officer, project manager, software engineer, or salesman, it may be about negotiating a compromise. Perhaps the client does not want to comprehend why the deadline has to be shifted to a specific date. If both parties do not listen to each other, then the negotiation can be very stressful indeed.

It could also be about the service fee. You do all the talking, yet the client refuses to budge and pays the same fee (time and again) for the service. It could be about the project scope, which neither party refuses to compromise on.

The flaws in the listening process are not just from the client. They are evident in the developer, salesman, or customer service officer too.

• Perhaps the developer does not comprehend the features so well.
• The developer keeps using jargon and making the client feel out of place.
• Or comprehending exactly which needs are most crucial to the client (and so he works on other irrelevant features first).

Whichever the reason or the party involved, listening is a crucial and sometimes a neglected art as a whole. Here are a few tips we can use to improve our listening habits. Let’s apply specifically these skills when we are with clients the next time around.

1. Finishing sentences:

Do not cut in when he is still speaking. This shows respect and conveys to the other party that you not only want to listen but care about what he is saying.

Do not be surprised that I listed this first. This is a common habit that we all do ( especially when we think we know more than the client). When you do this, you do not completely hear the client when he is talking about his product specifications.

All the client usually wants is a solution. And because you have your view about what is good for the client you present a bouquet of ideas with all the bells and whistles. Most of the time, the client will never use 80% of the solutions you propose or the features that you introduced. For all you know, all he wants is the barest minimum. 

2. A know-it-all:

Do not think you know it all. Of course, you have a fair idea about what the client wants. However, take time to open both your ears and listen to the specs as if you knew nothing about the industry or subject matter.

3. Do not serve purely for the money:

Of course, you take on the project and assignments because the client is willing to pay. However, I advise you to take on projects in which you at least have a bit of an interest or, at most, you have a curiosity about. However, I would like to stress the word learn.

Working solely for the money can make you do a quick and unfinished job. Understand the job so well that you give the client value for his money and so that you can go over and beyond the call of duty.

4. Do not react: 

Some clients are unrefined in their feedback. And some of their feedback can truly hurt. However, most feedback will build you up. Some clients just tell it like it is. That’s the truth. Do not get defensive and shut your ears up. If you disagree with something, ask for more information.

Resist the urge to let your ego get in the way of building you up. Let your work speak for itself. Your work will justify and defend yourself. Control any anger you might feel, otherwise you will close the feedback loop. Objectively treat the feedback and take it in your stride.

Here are my few tips. Please feel free to share any that you may have. I would appreciate it. Have a great day.

Until later, please listen a little bit more.

Cheers.