How many times have you been talking to a prospect or customer and anticipated the question they were asking? You spewed out the answer to that question and were mighty proud of yourself weren’t you? And what was their response? Oh, okay, thank you.
Are you sure you didn’t miss an opportunity?
Whether you’re wooing a new prospect or supporting a current customer, it pays to listen to the whole question before you respond — even if you think you’ve heard it before.
Everyone is different and they might just surprise you and ask exactly what you weren’t expecting. If you interrupt them mid process, you could lose a sale or worse yet lose a current customer.
That’s what happened to me a few days ago when calling for tech support. Once I finally got the tech on the line I started to tell him my issue. He interrupted me and began to give me instructions…for steps I’d already taken. What a waste of his time and mine. Don’t do that to your customers — future or present. Take the time to listen to what they have to say. Even if you’ve heard it a thousand times before.
What about you? Do you have additional suggestions for how to handle this type of situation. Leave me a comment.