Recap Memories Quotes

Six Simple Listening Tips Here are six simple tips for not only practicing good listening in your customer conversations but also for creating a high-impact customer experience by showing them that you’re engaged. 1. Don’t speak: This is easy to say but sometimes hard to do. You simply cannot listen if you’re speaking or poised on the edge of interrupting the other person. So what should you do? Just shut up and pay attention to what your customer is saying. 2. Make eye contact: Since a majority of our communication is non-verbal, looking at a person is one of the best ways to clearly demonstrate focus and attention. Even when you’re on a video call, customers can often tell (by the way your eyes dart around) if you’re looking at them on the screen or if you are distracted. Keep that gaze locked! (But a nice, friendly gaze… not a creepy one.) 3. Use visual/auditory cues: Smiling, nodding, and appearing pensive are all great ways to communicate understanding and acknowledgment. Even small auditory cues like the occasional “yes” or “uh-huh” can show your customer that you’re following along. 4. Write things down: Writing things down not only helps you remember key pieces of information later on, but it also demonstrates to the customer that you’re interested enough in their insights to memorialize them in writing. But what if they can’t see you taking notes, for example, on a phone or video call? No problem. Just tell them you are! After your customer finishes telling you something, simply pause for a moment and say “I’m just writing this down” to produce the same effect. 5. Recap: Nothing illustrates great attention to detail like repeating back or summarizing the insights the customer shared with you. This is especially powerful when the insights were shared earlier in the conversation. For extra impact, quote them directly using their exact words, prefaced by the phrase “What I heard you say was… ” Echoing someone’s exact words is a powerful and scientifically proven persuasive technique (we’ll be exploring this tactic in more detail as it relates to handling customer objections in chapter 7). 6. Ask good follow-up questions: When a customer answers your question, resist the temptation to say, “That’s great” or “Awesome!” and then move on to the next question. Asking killer follow-up questions like “Tell me more about that,” “Can you give me an example?” or “How long has that been going on?” is a great way to demonstrate your interest in the customer’s perspective and leave the call with high-impact insights. In fact, when it comes to addressing customer objections, a study by Gong.io found that top performers ask follow-up questions 54 percent of the time, versus 31 percent for average performers.6

I explained conditioning, the first element, in the discussion about Pavlov in the previous chapter. To recap, conditioning happens when we associate a past memory (for example, taking an aspirin) with a physiological change (getting rid of a headache) because we’ve experienced it so many times. Think about it like this: If you notice that you have a headache, essentially you become aware of a physiological change in your inner environment (you’re feeling pain). The next thing you automatically do is look for something in your outer world (in this case, an aspirin) to create a change in your inner world. We could say it was your internal state (being in pain) that prompted you to think about some past choice you made, action you took, or experience you had in your external reality that changed how you were feeling (taking an aspirin and getting relief).

I’ve long advocated to anyone who’ll listen (generally myself in the shower) that books in a trilogy or multi-volume series need to begin with a recap of the previous novel. The expectation that I’ll either remember the many plot threads and character arcs or reread the previous instalments is wishful thinking given my sketchy middle-aged memory and the many shiny new novels that are published every week.

Now, there is a way for you to get the best of both worlds, and that’s by using niche topics to answer universal questions. For example, an article titled, “How To Be A Better Writer” answers two of our three questions. You know who this article is going to be for, and you know what it’s going to be about. Unfortunately, the PROMISE is a little weak. What does being a “better writer” really mean? What benefits do you receive by becoming a better writer? Why should someone want to become a “better writer” in the first place? Here is where you have a decision to make. You can either make your PROMISE answer a niche question or a broad question—and depending on which you pick will dramatically change the size of your potential Audience. (It will also change the content of the piece.) For example: “How To Be A Better Writer Today, So You Can Start Writing Best-Selling Books Tomorrow” would be a title with a big PROMISE for aspiring authors. If you have no interest in becoming a best-selling author, you probably won’t want to read this piece of writing. It’s more specific, and will resonate more clearly with your target reader, but it won’t reach as many different types of readers. This is the pro/con. “How To Become A Better Writer, Journal More Often, And Live A More Present Life,” on the other hand, has a completely different PROMISE. The question it’s answering is dramatically bigger (“How can I live a more present life?”). The Curiosity Gap here is saying that by becoming a better writer, and using writing as a habit, you can live a more present life. This technique of tying niche topics to universal questions is a powerful way of tapping into new audiences and expanding your reach outside of your particular industry or category. Here are a few more examples: “The Future Of The Biotechnology Industry” is niche (and vague), and can be expanded by changing it to “How The Future Of Biotechnology Is Going To Make All Of Us Happier, Healthier, And Live Longer.” “The Girl Who Ran Away” is good, but it can be clarified and expanded by changing it to, “The Girl Who Ran Away: Family, Loss, And The Power Of Forgiving Those Who Hurt You Most.” “7 Tips For Becoming Smarter” is clear, but a bigger PROMISE can help it reach more people. “7 Tips For Becoming Smarter, Achieving Chess-Master Memory, And Becoming The Most Interesting Person In The Room” To recap: Bigger Questions attract Bigger Audiences Niche Questions attract Niche Audiences Wider Audiences benefit from simple, universal language Niche Audiences benefit from ultra-specific, niche language Titles that only answer 1 of the 3 questions are weak. Titles that answer 2 of the 3 questions are good. Titles that answer all 3 of the questions are exceptional