We all know those people—whatever is going on in their own heads while someone is trying to explain something to them or share information is far more important than paying attention. Either they are thinking of something else, or they may interrupt and try to get the conversation onto their own agenda, or they might just forget and not be very good at retaining information. Regardless of the reason, many of us find we have at least one client or customer who we swear is just not listening to anything we might be saying.
In my experience, some of these non-listeners have been incredibly charming and likeable people. They might make small talk, be able to get on task if they need to, but then when you walk away or talk to them a couple days later; it is as if the conversation never happened at all. They just were not listening. It can be incredibly aggravating and set your schedule back, but it is hard knowing just what to do to combat the lack of listening skills.
With those who don’t listen, I have learned that follow-up and diversifying how the information is delivered is important. If you have a face-to-face conversation, follow up with an e-mail and even a voice mail message as a reminder. If you start with an e-mail, call to make sure that the e-mail was read and maybe even set up a quick meeting. I have learned that “layering” the information delivery can help make communication more successful. It also creates a paper trail so you don’t think you are losing your mind when the person comes back at you as though nothing was ever said in the first place! It might take a little extra effort and management, but you can still have great relations with those customers and clients who are listening-challenged.