The Art of Listening

Larry King once said “I remind myself every morning: nothing I say this day will teach me anything.  So if I’m going to learn, I must do it by listening”.  Very wise words indeed from a talk show host!
However, it seems we are all so obsessed with being heard that we are forgetting the art of effective listening.  As the world is getting noisier with more emails, e-books, white papers, tweets, websites, webinars, advertisements, blogs, podcasts and direct marketing campaigns we are all desperately trying to yell louder in order to have our own message heard.

"To the Line" Service

One of my absolute pet peeves is wine glasses with lines on them.  Or emblems, or anything that dictates a maximum pour.  Apart from the fact I am not a fan of having a maximum limit of wine
enforced on my glass, I think it says a lot about the establishments that serve them.

Controlling the Close

A few years ago I was involved in some Mystery Shopping with a fabulous client.  They are a huge business turning over a lot of money, but they employed us to work with their sales force because they felt that their call centre in particular was not converting enough of the enquiry that their marketing was generating.