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The scarcest resources are not oil, metals, clean air, capital, labour, or technology. It is our willingness to Listen to customers and employees learn from each other and seek the truth rather than seek to be right.
A beautiful and meaningful quote by Donella Meadows. This quote holds even today. We all are so busy in our day-to-day work that we have forgotten the art of listening. We have been constantly hearing about various things and people.
Are we listening? Now let me put it as hearing customers and employees is far different from Listening to customers and employees. We hear with our ears which is a process but we listen with our brains which process the information.
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Generally, we do not listen because of disconnect with the person or maybe we are in our daily chores or work or maybe we do not agree on the point. Listening is a difficult process.
For Listening to customers and employees, we need to pay attention to someone and process the information thoroughly. Listening with our brains may help us understand things and may allow us to intellectually ‘get’ stuff, but it does not guarantee action.
Only when we feel and connect with things that have meaning for us are, we compelled to change or do something. That will only come when we engage our hearts. Listening enables you to acquire facts so that you can make decisions that benefit your business.
Listening is essential to building trust. The reputation of a business depends upon listening skills. Conflict can be reduced by Listening.
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Listening to customers and employees would be quite effective. Listening to the customer can surely give vital business information. Customer feedback is really necessary to get specific data which can help to know the customer views about a product or service. This information can help to improve further on the offerings.
It is said that customers are the best critics. You may have done a lot of quality checks but the customers will always break your product or find a loophole in your service. Hence customers are the best beta testers for your product or service.
Hence all the companies want to do the testing of your alpha prototypes. You may learn surprising details about your products, services and business overall. This would not only improve your product or service but also give you loyal customers. Here is the key sharing on how to put the value of putting heart into listening to customers and employees.
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The Value of Putting Heart into Listening to Customers
1. Service Call
It is observed that the customers getting good service calls will be retained. If troubleshooting of the customer is done well then, the chances of retention of customers increase. Listening to customers isn’t just a way to improve customer satisfaction. It’s also a tool you can use to up-sell and cross-sell to customers.
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2. Listening
Whenever you actively listen to another person, the conversation automatically becomes personal. You become invested in the dialogue and the role you’re playing in the experience.
When a customer gets invested in a conversation it is more likely to go above and beyond for their customer’s relation. That’s because the company has connected with the customer’s needs and is committed to delivering a delightful service experience.
Apart from the external customer the internal customers viz employees also play a vital role. It is important to listen to the employee requirements. Listening to the employees gives them a sense of empowerment and thus increases productivity.
In most businesses, ideas and suggestions begin at the top and flow downward. Instead, engaging employees at the start can be an effective method of finding out what is important to them. With that knowledge, you can resolve many issues upfront rather than having to react to them down the road.
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The Value of Putting Heart into Listening to Employee
1. Employee Engagement
Active and engaged employees are often the source of innovation. Companies that encourage their workers’ opinions reap the benefits of a stronger bottom line through new or improved products or services.
Employee Active and engaged employees are often the source of innovation. Companies that encourage their workers’ opinions reap the benefits of a stronger bottom line through new or improved products or services.
As mentioned, workers who are engaged in their work because they are being heard are more motivated to do what they can to help the organization grow and prosper.
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2. Employee Morale
The attrition rate is a big concern for many companies. Employee morale is increased if the company has an ear to listen to the employee’s concerns. Programs that encourage active listening are critical to improving your retention percentage.
A manager can improve morale and productivity by understanding what motivates each employee. Listen to employees to discover what aspects of the job they find most rewarding and challenging.
Don’t expect to understand an employee’s needs from a single conversation. Continue to be an attentive listener so that the employee knows you are sincerely interested in what she has to say.
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Instead of always finding ideas, suggestions and feedback from top-down processes, the power of crowd-sourcing can be particularly effective in understanding what is truly important to employees.
With the right tools, letting employees themselves ask and engage can bring issues that you need to be solving to the forefront. Leaders can use this data in real time to determine trending ideas, conversations, and feedback. This allows them to take immediate action and enables a proactive approach.
Another key reason why listening to employees is important is how impactful it can be to your bottom line. Employees who feel listened to feel more connected with the employer. They in turn feel more engaged and motivated to do the best work for the organization.
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In addition to having tools in place that can help ensure that you are listening to your employees, having regular open forums can inculcate a culture of listening and open communication within the company. As the saying goes, nothing great comes easy.
Every leader needs to consider the benefits for their employees and the benefits for them in taking the time to sit one-on-one and listen.
So, it is very important to listen to both internal customers as well as external customers. In a nutshell, the external customers can improve products or services while the internal customers can have better engagement and in turn excellent productivity.
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