Why People Don’t Listen to You (and How to Fix It)
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Key Takeaways
Speak to customers in their 'own language' by translating technical terms into easily understandable, customer-friendly language.
Utilize DISC profile insights to understand a customer's personality and communication preferences, ensuring your message resonates with them.
Identify whether a customer primarily needs to be 'helped' (practical concerns), 'hugged' (emotional support/acknowledgement), or 'heard' (validation of their perspective) early in the conversation.
Prioritize meeting the customer's initial emotional or social needs (being heard or acknowledged) before jumping to technical solutions.
Be mindful of non-verbal cues like body language and appearance, as these also communicate care and professionalism to the customer.
Recognize that as a contractor, you often deliver 'bad news,' so effective communication is crucial for customers to be receptive to your information and recommendations.
Continuously improve your communication skills by studying resources like Charles Duhigg's 'Super Communicators' and DISC profile materials.
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