Smoke Break - Episode 22: The Art of Active Listening
Smoke Break - Episode 22: The Art of Active Listening
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're talking about something that can make or break your customer interactions - active listening.
You know what's funny? Most people think they're good listeners, but there's a big difference between hearing and really listening. Today, I'm going to show you how to master active listening in your store.
First up, let's talk about eye contact. Now, I'm not talking about staring contests - that would be creepy. I'm talking about maintaining natural, engaged eye contact that shows you're paying attention. When a customer is talking to you, look at them, but remember to break contact occasionally to keep it comfortable.
Body language is huge too. Simple things like nodding or tilting your head slightly show you're engaged. But here's a pro tip - make sure your non-verbal cues match what you're hearing. If a customer is sharing a concern, nodding enthusiastically might seem like you're not taking them seriously.
Here's something many people get wrong - they're already thinking about their response while the customer is still talking. Don't do that. Focus completely on what they're saying. Their words, their tone, their body language - it all matters.
Clarifying questions are your secret weapon. When a customer finishes speaking, ask specific questions to make sure you understood everything correctly. Something like, "So what I'm hearing is..." and then summarize their main points.
Now, here's your challenge for the day: During your next shift, practice active listening with three different customers. Pay attention to their complete message - not just their words, but their tone and body language too.
Before we wrap up, let's do a quick check. What's the biggest mistake people make when trying to listen actively? Is it: A) Not making eye contact B) Planning their response while the other person is still talking C) Not asking questions
Take a moment to think about it. The correct answer is B - planning their response while the other person is still talking. You can't truly listen if you're already planning what to say next.
Remember, as an assistant manager, your ability to really listen to your customers can transform their entire experience in your store.
That's all for today's "Smoke Break." If you found this helpful, don't forget to subscribe to our channel and share with your fellow convenience store leaders. And for more in-depth content, head over to cstorethrive.com.
Until next time, keep those ears open and those minds focused. This is Mike Hernandez, signing off!
