I Understand

"I understand" is a phrase we often express or utter - even when we don't mean it. In many ways, it's more of an acknowledgment when someone is talking than it is a true expression of our involvement in the conversation.

In my podcast message today, "I UNDERSTAND," I challenge all of us to remember to engage our customers, people we are meeting for the first time, family, coworkers, or staff and really hear what they are saying. Then we can honestly and sincerely say that we do understand - with a direct experience of what they are talking about or an expression of concern for what they are telling us.

So often, major retail and service companies that have customer service telephone lines miss the boast entirely. Their people routinely say "I understand" - almost as if to say, "yeah. yeah." It's clear they don't care about our issue or position - only in their company policy that they blindly recite or in getting of their call with us. It's anything but customer service.

I have previously about active listening, and this is how we can make sure that we are hearing the person talking to us well enough to sincerely express to them that we do understand what they are saying and experiencing.

For more information about my consulting, teaching, and coaching services visit my website at stevehoffacker.com. I also maintain a blog (Sales Quips) on the real estate network Active Rain, and you can begin participating in this great forum by visiting here. I also write and maintain blogs for Gold Coast SMC and Florida SMC. © 2009, Steve Hoffacker. All Rights Reserved.