John's gone deaf
Published: Mon, 12/03/12
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| For the last week our lovely driver John has been deaf as a post. He's tried ear-drops - which have had little effect - so today he's going to the doctors to be 'syringed'. Being deaf is driving him nuts because he doesn't know what he isn't hearing. I'm happy he'll be fixed soon as I like our regular chats and it's hard to have a conversation when you have to shout. In the end you just give up and sit in silence. By the time you read this he should be fixed. In fact, having once experienced a good syringing myself I guess by now he'll have bionic level hearing and he'll be listening to pins dropping half a mile away! Now for the clever bit where I attempt to segue John's predicament with yours. You see, John didn't wake up deaf. His audible austerity built up over several weeks and then one morning it was just all too much - clarity had become a muffled fog. And that could be just like the communication you have with your customers. You don't know you've gone deaf, but you have. CUSTOMER DEAF And the good news is when you're 'customer deaf' you don't hear anything. Actually it becomes selective; you hear the compliments but you don't hear the complaints. You hear the platitudes but you don't hear the problems. So here's a thought. How about having a service syringe and really listening to what's being whispered rather than just relying on what's being shouted. After all, if you're not hearing your customers they won't just sit in silence, they'll soon find someone else who would love to listen to their needs, wants and desires. Be Brilliant, Michael P.S. If you want to improve your levels of customer service there are a handful of places available at the event below: |
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