Have you ever started with a question?
I rarely ever do this, and it causes me trouble. On customer service calls, I just start talking, saying what I need and my problems. I think I am making progress until I realize she can’t do anything until she has my name and some sort of number that she needs to even start the ticket. For all the progress I thought I made, I haven’t made any. I am back at the start of the conversation waiting for her to enter my name, and I’ve wasted time on something that was easily avoidable.
I hardly learn my lesson, because on the next call, I am starting to rush through the call again, wasting both my and the operator’s time.
The wasted time is my fault
I didn’t consider the other person’s issues, problems, or concerns, I started with just my own. I wasn’t listening, I was directing. Instead of getting my thought across, I obstructed myself, all in the name of progress that cannot happen. If I start with a question, I would see what is necessary first, and then go from there. It gives me some ground to work. I am able to see without too much pressure. There is also pressure lifted off the person on the other end because they can’t direct, they have to listen first, and it leads me to talking, and this useless dance continues. If I asked a question upfront, it breaks this cycle because I learn what’s necessary first then I can talk.
Questions open discussion
This doesn’t just apply for trouble with my cell phone data, this applies to everything. When was the last time you opened conversation with questions, and what did you get out of it? How about continuing conversation with questions? Most conversations start on uneven footing, and continue to go in different directions because people assume they are making progress and they aren’t.
From the desk of Adam Thomas 