Our friends (?) at Bank of America have blown open a huge hole in their customer relations by forgetting to listen to the customer about debit card charges. They have suffered the consequences of their mistakes in both the public opinion as well as direct loss of business.
The lesson we can all learn here is to be certain to frequently ask our customers for their opinions and then actually listen to them. It seems to be that "LISTENING" part that so many of us struggle with. Many folks, it seems especially strong leader types, struggle with listening to other thoughts or ideas, especially when those opinions are opposite of theirs. Most of us want to fight for our opinions, right or wrong, but we are ready to discount any other viewpoint that isn't aligned with ours. I personally just started following another blog: You are not so smart. WWW.youarenotsosmart.com This great blog regularly points out many of my shortcomings and faults, but as painful as it is to hear, it is correct info. I am attempting to focus on this, especially when it comes to business issues.
So why is this listening skill so critical? Your customers have a great option in doing business with you - they can easily "VOTE WITH THEIR FEET" and leave for other providers who DO listen to them. Ask Bank of America!
I want to close with a quote that a friend of mine uses frequently, and is worth everyone remembering.
NEVER LET YOUR EGO GET IN THE WAY OF YOUR WALLET!
These are my thoughts, what are yours? Please share your opinions - I promise to value them!
Steve
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