Balanced Leaders consistently demonstrate to their customers they are in tune with their needs and are operating in their best interest. Customers know what they want but may not always explain it in a clear manner. If you do not understand a request, ask clear, positively articulated questions until you understand. Do not rush customers, allow them at their own pace to discuss what they need. Once customers have expressed their needs confirm your understanding with them to ensure communication is clear. Doing so will help you Think Like a Customer going forward.
Contributed by Rocky Romanella, Retired President of UPS Retail Operations, Keynote Speaker, Leadership, Motivation & Values.