Assumptions

When you assume something, you make an *** out of you and me.

It’s quite the popular saying. I think it’s safe to say that many of our miscues and miscommunication with both customers and colleagues come about due to assumptions we’ve made. 

Customer service personnel often make assumptions based on what they’ve heard before not what you need. Sales people make assumptions based on who they think you are and how you fit into their profile. When I was in my early 20’s, I took my father along when I went to purchase a new car. After doing my research, I had narrowed my options down to two.  The salesman, seeing a young girl with her Dad, assumed I’d be interested in the more sporty features of the car. Well, he assumed wrong and didn’t make the sale.

It can be too easy to assume that we know what the customer wants. We use responses based on what has worked for us before. However, have you ever found that some responses work sometimes and not others? It's usually because we assumed the customer's thought process or even situation. We've provided answers based on faulty information.

We can save ourselves much time and anxiety by not falling into the trap of making assumptions. Although many people will react certain ways and certain situations, it’s always best to verify.

Learning more about the motivations of the people we deal with help us to become more in tune with them. Our suggestions are on target, our solutions meet their needs. Why? Because we didn’t assume.

Don’t be afraid to learn more. People are often flattered that you are interested. Using open ended questions you can generate additional information. Use a phrase such as "Tell me more..." to gently prod people into giving you more details and insights. Asking questions to clarify never puts you at a disadvantage.

(…. Well, OK, if you’ve asked the same question over and over, people will start avoiding you. J)

Knowing the motivations of others allows us to formulate plans and responses based on what is as opposed to what we want them to be. It makes a big difference.

Stop communication miscues. Ask questions to verify and to learn more. Ask questions to show you are actually interested in their needs. This works well in sales or service situations but is also quite handy in dealing with co-workers, bosses, friends and family.

Avoid making assumptions. Don’t let them make, well you know….