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Talking to my neighbor about his broken TV made me feel like a jerk
He brought over a 55-inch Samsung that wouldn't turn on, and before he even finished explaining, I started mentally listing parts to check. Then he said, 'I just miss watching the game with my kid.' It hit me that I only see the broken thing, not the reason people want it fixed. I've been in this fix-it mode for so long I forgot the human part. How do you guys remember to listen first, diagnose second?
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nancy1549d ago
Oh, I've been there too! The trick I learned is to ask "what's going on" first and just listen to the whole story before my brain jumps to fixing anything. It sounds simple but it really helps you slow down and connect with what the person actually needs, not just what you want to solve.
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I used to be the same way until a customer's story about their grandma's radio changed my mind.
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blakefox3mo ago
My grandma's old radio just played static and one weird talk show from Omaha. That story would have made me throw it out faster.
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