Listening for the Answer
Published: February 01, 2010
How many times have you been out to lunch and the waiter refills your iced tea without asking you if you want more? Just when you get the right amount of sweetener in it, they fill up the glass before you can say “no thanks.” Then you have to mix it again.
Servers are trained to provide fast service, especially during business hours. Get the food out, clear your plate quickly and get you on your way. That’s great, but sometimes they forget to ask and listen to what the customer really wants, or doesn’t want.
The same could be said in our business. Sometimes we do things for our customers without asking them first. We get busy and assume they want or need something done in a certain way, and then we have to redo it when it’s not right.
This could be prevented by asking effective questions on the front end, by not making assumptions. Let’s make sure we clarify with our customers how they want to be served, and listen for the answer.