Are you a good listener?

I read an article this week outlining listening as a top trait for good producers in the insurance industry.  Then the day after I read the article had a client tell me that a candidate they interviewed was a good overall candidate, but they did not possess good listening skills.  The client asked a few difficult questions and rather than digging into the root of the question or admitting to not having an answer, the candidate provided a nonsensical, long-winded answer that accomplished nothing.

As a former producer myself, I know there were times I blew it in a prospect meeting because I did not listen well enough and respond accordingly.  I would find myself driving back to the office having an epiphany that I didn't outline a product or service that my agency offered that could have closed the deal.  By the time I got back to the office to send a follow up email I knew it was likely too late.  The most successful producers are the ones that can master this skill. 

Here are a few tips that I have picked up in the past nine years of recruiting -->

1) Before answering a question, repeat it to the person that asked in and ask if you heard the question correctly.  That will provide you confirmation of the true answer that is being sought.

2) After providing your answer, ask if that is what the individual was looking for.  Too often we presume that if we follow step #1 that our answer has to be right.  Don't be afraid to be wrong and seek another answer.

3) Catalog the small details that a client or prospect provides.  Whether it be information about family, friends, a hobby, a problem they experienced at work, make is something that will prove you were paying attention and "sweating the small stuff".  I like to start my conversations with an ice breaker.  How is the weather?  Are you glad it is Friday?  How has your week gone?  Then when you end the conversation (whether in person or on the phone) bring up that original question.  You will be surprised how often people can't believe you brought the conversation full circle.

4) When leaving a meeting, immediately write down any important details that you weren't able to during the course of the meeting.  This again relates to the small details I just mentioned.  If the client or prospect is mentioning something informally about a hobby or personal interest, they will notice if you write that down while you're talking.  Instead, note that detail after the meeting and follow up accordingly with a note or phone call acknowledging that you were listening.

Just like my wife always tells me, she is most impressed when I am listening to her and she doesn't even know it.  When I provide her a gift that she had mentioned informally two months ago and I was able to remember it, that means much more than a lavish gift that we pick out together.  Or if I remember to take care of something without being reminded, that is better than a dozen roses.

I challenge you to think of a new way to listen to a client or prospect in the coming weeks and let me know if any tricks of the trade you employ work well for you........happy listening!