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Be a Good Listener

Be a Good Listener

When you’re meeting with a customer or prospective customer (particularly if you haven’t met them before):

  • Ask if it’s OK to ask some questions
  • Ask “open questions”, i.e. those that require more than a yes/no answer
  • Ask for clarification or elaboration of a customer’s statement
  • Ask if it’s OK to take written notes – this tells the customer that what he/she is saying is important
  • Don’t interrupt
  • Don’t argue or contradict
  • Repeat back the customer’s goals, issues or concerns to reinforce and clarify

Norman Blieden, CPA

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