We’re all wired to
talk, especially entrepreneurs. Often founders can endlessly talk a blue
streak, usually about themselves or their startup. Usually possessing this
trait is beneficial, as the life of an entrepreneur revolves around hustling –
selling our concept to investors, customers, partners, employees and vendors.
But babbling on about your amazing startup or boasting about your
accomplishments doesn't always score points.
Here are three
times why you should shut your mouth.
You are meeting
with a potential new client. Yogi Berra once said, “You can hear a lot just by
listening,” a piece of advice entrepreneurs should remember. A big mistake
entrepreneurs often make is talking attheir clients instead of listening
to them.
If you’ve got the
meeting then chances are they already know enough about you to be interested.
Don’t waste that important time together trying to pitch them on what you can
do. Instead savor the opportunity to actively engage in listening to what they
need.
You’re dealing with
an angry client. No matter how good you or your product is, there is going
to be times when angry clients complain. Don't make the mistake of retaliating.
With the prevalence of social media outlets like Twitter and Yelp, information
travels fast and nothing can be more damaging than a scathing review or tweet
sent out in the heat of the moment from a customer.
So what’s the best
way to take the lid of the pressure cooker during irate client situations? Just
listen. The more you try to justify your perspective, policy or the situation,
the angrier your client is going to become. Sure, you’re going to need to offer
some solutions later down the road, but right now you need to let the situation
diffuse. Understand your client is upset and needs to release some of that
frustration. Begin by asking simple questions like, “Tell me what happened?” to
demonstrate you’re actively taking their complaint to heart and processing the
problem. They’ll remember later that you cared and you listened, which goes a
long way for making long-term customers.
You’re interviewing
someone. One of the biggest mistakes entrepreneurs make during the
interview process is they don’t listen. You’ve got a great resume or portfolio
from this person already screened. You’ve spoken on the phone and have a sense
of what the potential hire is like already. So shut your mouth and let them do
the talking.
I’m not saying sit
there and don’t utter a word -- it’s an interview not an interrogation room.
However, letting the potential new team member do most of the talking prompts
some interesting discoveries for you. First, it allows you to gauge the level
of interest and intention the person has in your business. For me, I like to
work with vendors and hire employees who take the time to invest some effort
ahead of the interview into learning about my business. That shows initiative
and a proactive attitude, which are two qualities I like on my team.
Second, it allows
you to get a sense of them beyond the resume. What do they talk like in person?
How do they present themselves? Are you getting any gut reactions to them that
make you uneasy?
Finally, what kind
of questions are they asking you? Questions are indicative of interest and
intellect. I like hearing people’s questions. Are they simple ones they
could’ve answered themselves from a simple Google search about you? Or did they
put some real thought behind making sure the fit is right on both sides? Listen
to your instinct while allowing ample open time for talking. You’ll thank
yourself down the road when you hire amazing people and lead a great team.
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