The art of Listening!
Service Delivery and the art of listening is what keeps me wondering these days.
My previous post about tourism in Austria is actually a good example. Austrian tourism workers are genuinely ”good listeners”. They really hear what tourists are asking for and most of the time, they deliver! These people are service minded and flexible, they are open to suggestion and they don’t fear what’s new and happening. They don’t cling to conservative values (except for their own well-known traditions) but are always seeking that small opening helping their business take “the extra mile”. They are not blinded by budget forecasts and process flows but instead every move they make starts with listening to the customer.
This way of doing business for many creates a lot of uncertainty. It implies that you adapt your business model to continuous change. A kind of dynamism we tend to swear off in times of economical crisis where we seek stability and retention above all.
Being in ICT Service Management, I get confronted with this attitude daily. We are afraid to provide transparency as this could generate change and change attributes uncertainty about our future. We are afraid to communicate as communication implies confrontation which will force us to reflect on what we do and how we do this.
In other words, we’re afraid to listen…