You Must Learn to "Sense" the Customer

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I was on a call the other day with a large client.  It was a big group of people discussing solutions for the future for the client.  I know for many that selling and servicing clients via Zoom or virtually is newer to them during these times, but over a decade ago, I took my companies virtual and have been selling and servicing clients that way for a long time.

During the meeting, as the client spoke and talked about the future and their needs, I immediately could "sense" the way the meeting should go and how we could further help them.  While others on the call were asking questions that really repeated what the client had just said, I listened and felt the client's needs and the beginning or their frustration as they repeated some things.  Working virtually is hard, even if you can see people.  It is not the same as sitting across the table.  And, if people are just on audio, it is even harder.  This is why you have to hone your skills in how you actively listen to voice inflection, tone, things like a sigh here or there, even a deep breath.  

After a couple of minutes of back and forth with the group, I spoke up and simply and clearly articulated what I thought, based on their feedback was the best solution.  And I brought in other people on the call, that hadn't seem to get what they client was saying yet, and helped them to understand how their skill and what they do could help accomplish the goal for the client.  After another 10 mins of discussion and having some fun thinking about bigger possibilities, everyone was on the same page and excited about what we could do together,

One of the most important skillsets anyone can develop, for business and life, is the ability to "sense" others in the moment.  This means sensing their feelings, quickly understanding voice tone and inflection, body language - and then being able to empathize where needed and find understanding.  I wish I could say there was a magic formula on how to do this, but it really comes from experience.  To get good, you have to actively listen and be on high alert to sense the different ways of communication and then figure out find the "sweet spot" in which all parties can succeed.  As you do this more and more, you will be able to almost intuit what is needed and work across multiple parties simultaneously to reach the best outcome.  

Learning to "sense" others and in business, "sense the customer" may be the most important skillset you can build and foster in your company.