21Research Starts With the Ears

Every decision begins with research. What do we know? What do we not know? Let’s find out the answers to these questions. We have access to the information, but more often than not, it is with other people. So, our research usually requires listening to others.

But often, we are not good listeners. Listening begins with hearing. We need to do more listening and less talking. One of the greatest problems in customer service is not hearing what the customer is saying. If we do a good job of listening, we learn all kinds of good things. People tell us good, usable information all the time. We just have to listen and pay attention.


Practice listening. Visit various retail stores and see the difference between ...

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