Brilliant Visual of Mis-Communication
Filed in archive Communications by Deborah Brown on November 8, 2007

Where did the disconnect happen?
Many might point to the customer's ignorance of what her needs will cost and therefore a poor budgetary allowance. However, when you look at the budget and what the customer REALLY wanted, the difference is a used tire
.Others might say the customer did a poor job of communicating what they really wanted. Or worse, that the customer didn't really know WHAT they wanted.
I believe the disconnect happens from the beginning, where we as vendors ask a question, anticipate what we THINK will be the answer and start down the entirely wrong path.
The key: listening.
We say that all the time, right? We talk about the importance of listening and asking open ended questions and connecting customer expressed needs with our company solutions.
However, I would challenge all of us - including myself - if we are really listening. How many times do we deliver what the customer really wants?
Deborah Chaddock Brown
Writer Wondering just how well she really listens.
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Mr Wong
