I remember about a year ago, on a beautiful spring morning I was a featured speaker at the Mac Groveland Home Remodeling Fair. I stopped into the auditorium before the show to see some friends.
I noticed a woman and her daughter going from remodeler to remodeler asking how much a bathroom remodel costs. Of course she kept getting answers that ranged from $20k to $30k
I could see she wasn’t happy.
About a half hour later, I saw her at a table having coffee. I asked her how her search for a bathroom remodel was going. She explained to me quite crisply she was not going to pay $20k to $30k for a bathroom remodel.
Before my coffee was done I found out this woman wanted a new tile bathroom floor and a new toilet, sink, and vanity.
I still get a grin when I think about this.
It reminds me how important listening and asking questions is. In this woman’s mind a bathroom remodel was replacing a few things. In a professional remodelers mind it was completely redoing the room. Both were right.
Listening is the single most important activity my business or any business can do to help people. If I don’t listen to what problems my clients are having with their house, how will I be able to advise them? If your doctor doesn’t listen to you, how can they treat you? If your realtor doesn’t listen to you how, can they help you?
Here are some tips to become a better listener.
- Listen without trying to think of a response
- Repeat or paraphrase to make sure you understand
- Ask questions to clarify any points you may not understand
- Never negate a person’s point of view, even if you think it is wrong. To the other person their point of view probably makes perfect sense.
To read my reflections on remodeling please check out Creating a Culture of Integrity