{"id":10061,"date":"2021-01-20T17:26:46","date_gmt":"2021-01-20T17:26:46","guid":{"rendered":"https:\/\/https:\/\/fransreichardt.com\/\/?p=10061"},"modified":"2021-03-02T07:53:45","modified_gmt":"2021-03-02T07:53:45","slug":"the-power-of-listening","status":"publish","type":"post","link":"https:\/\/fransreichardt.com\/nl\/the-power-of-listening\/","title":{"rendered":"How I Discovered the Power of Listening | Podcast"},"content":{"rendered":"

\"HowWhen I was about 4 years old, my mother made a surprising discovery.
\nI was in the living room, and I sat in front of the radio.
\nI was listening to the music, and I moved my hands to and from my ears.
\nI pushed my left hand to my left ear and took my hand off my ear again.
\nThen I pushed my right hand to my right ear and took my hand off my ear again.
\nI was not aware that my mother walked into the living room and saw me doing this.
\nShe observed me for a second and then she asked me “What are you doing?”.
\nI turned around to her and said, \u201cI\u2019m playing with the sound of the music\u201d.
\n\u201cWhat do you mean?\u201d, she asked me.
\nAnd I said \u201cWhen I do this, I do hear the music. When I do this, I don\u2019t.\u201d<\/p>\n

My mother was confused.
\n\u201cWhat do you mean?\u201d, she said.
\nI repeated what I had just said. \u201cWhen I do this, I do hear the music. When I do this, I don\u2019t.\u201d<\/p>\n

Listening can be difficult<\/h3>\n

That day my mother found out her youngest child was deaf in one ear.
\nShe was devastated because my older sister was born with hearing issues too.
\nTo me, it wasn\u2019t new that I was deaf in one ear.
\nI knew.
\nI thought every person could hear with either the right or left ear, just like we are either right or left-handed.<\/p>\n

When I grew up, I found out how difficult listening is.
\nI always had to put serious effort into listening.
\nI learned that hearing is something we do automatically.
\nListening is a conscious activity you must put a lot of effort into.<\/p>\n

Corporate deafness<\/h3>\n

Later, I discovered the importance of listening when maintaining personal relationships with family and friends.
\nOr relationships between staff and employees, between teams and within teams, between brands and customers.
\nI found out many companies suffer from what I call \u2018corporate deafness\u2019.
\nThey don\u2019t listen to their customers.<\/p>\n

The power of customer feedback<\/h3>\n

I have worked in customer marketing for over 30 years, and I got fascinated by the power of customer feedback and the often-overlooked potential of the voice of the customer.
\nToday, I am a global speaker on customer experience & listening leadership, also known as The Customer Listener.
\nI love to show my audience why listening is so difficult for many of us and how every organization, every team, and every professional can take listening to the next level.
\nI love to inspire and motivate professionals like you to listen to the voice of the customer to build extraordinary customer experiences and work towards long-term sustainable customer relationships.<\/p>\n

Listening leadership<\/h3>\n

I call it ‘listening leadership’.
\nWhen you are thinking of listening leaders, who pops up in your mind first?
\nWhen I think of the listening leaders I have known in my life, the first person I think of is my mother.<\/p>\n

Let me explain.<\/p>\n

My mother ran our family, day in day out, 7 days a week, 24 hours a day.
\nOne of the things I remember from the time I was a young boy is when my father got home from work and we had dinner together.
\nMy mother, my father, my sister and I.
\nDuring dinner, my mother demonstrated her tremendous listening skills.
\nShe asked questions. She listened patiently. She looked at us.
\nShe listened patiently to what my sister was saying about the projects she was working on at school.
\nMy mother asked questions and she listened patiently. And she looked at my sister.
\nShe listened patiently to what I was saying about the things that went well or bothered me at school.
\nMy mother asked questions and she listened patiently. And she looked at me.
\nShe listened patiently to what my father was saying about that big-big information project he was working on.
\nMy mother asked questions and she listened patiently. And she looked at my father.<\/p>\n

Why are you listening?<\/h3>\n

At the age of 14 or 15, when children tend to become a bit cynical, I started to wonder if my mother really understood what my father was talking about.
\nI\u2019m pretty sure that most of the time she didn\u2019t.
\nAfter my father had died, I told her this story and I asked her “Did you understand what dad was talking about?”
\nShe said “No, most of the time I didn’t. But that was OK. Because that was not why I asked him those questions. That was not what I was interested in and listening for.
\nHe was my husband, and I was his wife. I wasn’t interested in WHAT he was doing. I was interested in HOW he was doing.”<\/p>\n

I thought ‘Wow! That’s it!’
\nIt’s not always about what the other person is doing.
\nIt’s about how the other person is doing.
\nIt’s about finding out what their feelings are.<\/p>\n

Asking questions<\/h3>\n

To find out how my dad was doing, my mother used her most powerful instruments: her ears and her eyes.
\nBy listening, she wasn\u2019t collecting information to get a deeper knowledge of the projects at my father\u2019s workplace or my sister’s school, or my school.
\nBy listening, she got to know what we were thinking, how we were feeling, and what we needed.
\nThat was what the listening was all about for her.
\nBy asking questions, listening to us, and watching us, she gathered the exact information she needed to be a good mother and successful leader.
\nAt the same time, by listening to us, she gave us the most important thing she could give us: her full attention.<\/p>\n

Later, I found out that companies that get the highest ratings from their customers are the ones that LISTEN to their employees and their customers.
\nThese two appear to be closely related \u2013 happy employees make happy customers.
\nThat\u2019s why more and more companies conduct Voice of the Customer programs in which they continuously listen to what their customers think, feel, and need.<\/p>\n

The power of listening<\/h3>\n

Why is listening so powerful? Let\u2019s take a look at what the experts say about the power of listening.<\/p>\n

In \u2018The Science of Mother Love\u2019, Cory Young says: \u201cScientific evidence shows that the way babies are cared for by their mothers will determine not only their emotional development but the biological development of the child\u2019s brain and central nervous system as well.\u201d<\/p>\n

In his book \u2018Love Your Patients\u2019, Dr. Scott Louis Diering of the University of Michigan says: \u201cScientific research shows that, besides traditional medical care, it is really personal patient care (love, respect, and humility) that relates directly to patient satisfaction and patient behavior. Patients get better faster.\u201d<\/p>\n

In \u2018Blink\u2019, Malcolm Gladwell writes about research conducted by American insurance companies to investigate the connection between the doctor-patient relationship and the odds of a doctor being sued by a patient: \u201cThe likelihood of a doctor being sued by a patient is not tied to how many mistakes the doctor has made, but to whether the doctor\u2019s patients feel cared for, listened to, and treated with respect. Basically, when it comes down to it, patients don\u2019t sue doctors they like.\u201d<\/p>\n

“Are you listening?”<\/h3>\n

During my marriage, I was a useless listener.
\nIt would be too easy to use my single-sided deafness as an excuse for his.
\nWhen my dear ex-wife was telling me something and she suddenly stopped talking, I knew she was going to ask me: \u201cAre you listening?\u201d
\nWhen I said \u201cYes\u201d, she would say: \u201cWhat did I say?\u201d
\nAt that moment I could instantly reproduce the last words she had said.
\nWord by word.
\nI had developed a sort of buffer, cache memory.
\nAnd it wasn\u2019t until I reproduced that sentence myself that I actually heard what she had said.
\nAfter we divorced, I started learning how important listening is and how important it is to develop your listening skills.
\nBy asking questions, by listening patiently, and by looking at the other person.
\nIn conversations with our partners, our children, our neighbors, and our customers of course.
\nI learn every day, even though I know that I will never be as good a listener as my mother was.<\/p>\n

A listening mindset<\/h3>\n

Listening leadership requires a listening mindset.
\nA listening mindset requires the ability to listen without judgment.
\nCheryl Richardson once said, “people start to heal the moment they feel heard.”
\nWith that healing power, all of us can create a listening environment in our families, businesses, politics, and all other types of communities.
\nWe can help and teach others to care, to listen without judgment, and to forgive that look differently, think differently, and act differently.
\nWe can invite others to speak up, express their thoughts and their feelings freely.
\nEncourage them to use their voices to make themselves heard.
\nAnd they will have our full attention.
\nEven if we hear a painful message, we will be able to forgive and be grateful that at least we know the other person’s thoughts, feelings, and needs.
\nI like to compare it to kissing a cactus.
\nYou can choose to judge the cactus for its sharp spines and ignore it.
\nOr you can treat the cactus with attention and care, forgive it its spines, and listen to what it needs.
\nIt needs light, water, and food. Not too much and not too little.
\nBecause you know that if you ensure that the cactus stays healthy, with a bit of luck, it will bloom for you.<\/p>\n

Frans Reichardt | The Customer Listener<\/p>\n

Listen to this episode of KISSING A CACTUS<\/a>, my podcast about listening to the voice of your customer to improve the customer experience.
\nDon’t forget to subscribe to this podcast<\/a> if you don’t want to miss updates and new episodes.<\/p>\n<\/span>","protected":false},"excerpt":{"rendered":"

In this blog post, I share a personal story about how I discovered the power of listening. You will also learn what I mean by ‘corporate deafness’, and how brands can become listening brands, and how a listening mindset will help teams transform into listening teams and will help you become a listening leader.<\/p>\n","protected":false},"author":3,"featured_media":10090,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[181],"tags":[281,277,278,323,319,285,292,333,332],"class_list":["post-10061","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-english","tag-corporate-deafness","tag-customer-experience","tag-customer-feedback","tag-cx","tag-kissing-a-cactus","tag-listening-brands","tag-listening-leadership","tag-podcast","tag-the-power-of-listening"],"yoast_head":"\nHow I Discovered the Power of Listening | Podcast - Frans Reichardt - The Customer Listener<\/title>\n<meta name=\"description\" content=\"When I was 4 years old, my mother found out that I was deaf in one ear. 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