How much Dunkin’ Donuts coffee does Ann drink a year?
Your answer should be: “I don’t know”
- Did you want to figure it out?
- Did you want to guess?
- Were you uncomfortable saying you didn’t know?
Most of us like to be smart, like to have answers and like to be an expert. This is helpful when we are solving problems, but not when we are listening.
When you are listening, it’s better to be curious and open.
At the beginning of your next call, be curious about the caller and their request.
I like the simple chant: “I wonder who it is? I wonder what they need?”
Give it a whirl and let me know how it works for you. I’m curious!