Chapter 4

Getting in Better “Listening” Shape

A couple of days later when Steph walked into Alex’s office, he nearly flinched. She smiled and started the conversation by saying, “Alex, I’ve been doing a lot of thinking and wonder if I can ask you a few questions.”

Alex put down his pen and said, “OK.”

That opening question launched an hour-long conversation with Alex. He explained that he became concerned when several customers had confidentially told him that they felt as if Steph had steamrollered them into making purchases they weren’t ready for. Eventually, one by one, each of them had shifted their accounts to a competitor— although they gave Steph plausible reasons why they were leaving.

Gritting her teeth, Steph continued to listen as ...

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