Tips for Active Listening with Difficult Clients

What if the next time you’re in a sales pitch, you zip it? Yep, I said it. Close those lips. 🤐 We're in a world plastered with motivational posters screaming, “Speak up! Be heard!” But I'm here throwing down a challenge—can you win the deal in dead silence? Welcome to the School of Shut-Up-and-Listen! The Art of Silence: Every sales pro talks. Only the brave listen. Active listening means that you’re decoding emotions, understanding concerns and reading between the lines. It’s where you hear the client’s unspoken needs. Golden Pauses: Have you ever noticed how a pause, just a few seconds long, can make someone spill their strategy, budget constraints or real desires? Silence is where the magic happens—it gives others space to reveal more than they intended. The Echo Technique: When you talk, make it count. Echo back what your client just said. “So, what I’m hearing is...” It shows you’re not just waiting your turn to speak; you’re engaged. It builds trust, and in sales, trust is the currency. Don’t we all know a sales guru who landed a massive deal by not pitching at all in the first meeting? They just listened, asked questions and let the client lay all the cards on the table. I imagine that during the second meeting, they tailored the pitch so perfectly to the client’s expressed needs that resistance was futile. Why does this approach work? ✔While your competitors are busy pitching, you’re understanding the client’s pain points to a T. That’s an advantage they won’t see coming. ✔In a world of endless noise, being the person who can appreciate silence stands out. It makes you memorable. ✔High-pressure sales are out; consultative, client-focused approaches are in. Listening reduces the pressure, making your client comfortable enough to open up and eventually sign on. The next time you’re in a negotiation, harness the power of shutting up. The less you talk, the more you learn. #ActiveListening #Sales #CargoMargo

Too many people view client relationships as transactional. You sign a contract. Send the invoice. Close the client. But I’ve realized that the best client relationships are built on genuine personal connections. This means: - Knowing who you're working with - Understanding their days - Empathizing with them Business and life are not mutually exclusive. Asking about a client's family, hobbies, and goals shows that you care for more than just their business. The problem is that most agencies don’t understand that clients can hire anyone to do their work. They chose you. And often, not just to solve a problem. Clients want to work with great people- not just great companies. There are 5 ways that I infuse this ideology into my interactions with our clients: 1. Be yourself. You don’t need to act a certain way just because “that's expected.” Show up with the attributes that make you, you. 2. Address issues head-on with empathy and transparency. When in doubt, I’ve found being overly transparent works better than being guarded. Vulnerability engenders trust. 3. Practice active listening in meetings. Give your full attention, ask thoughtful questions, and mirror back what you hear. Make your clients feel heard and understood. 4. Spend 5 mins at the start of the meeting just chatting. It’s easy and goes a long way. 5. Share relevant articles and books, make introductions—whatever you can do to add value and show you actually care. And when they talk, really listen. Don’t just wait for your turn to speak, Hear what they’re saying. And the irony is that getting personal is how you get profitable with clients. They’ll be more likely to refer business You’ll get grace during the tough moments And they’ll be more likely to stay on longer When building relationships, aim for a trusted advisor, not an order taker.

The most underrated skill in cybersecurity marketing and sales: Active listening. I once hosted a podcast episode between a security buyer and a vendor. And in the 54 minutes of the buyer interview, I spoke for 4 minutes and 32 seconds. (Remind me to analyze how long I talked vs. listening on all of my podcasts) The value in that 54 minutes was in my active listening. Active listening is: A ridiculously valuable skill that involves fully concentrating on what someone is saying, understanding their message, and responding appropriately. Why is active listening important for you? It enhances your communication skills It helps you build strong relationships with people It reduces misunderstandings and conflicts (we all know that occurs way too often between buyers and vendors) It improves your problem-solving abilities Here are some tips to practice active listening: Give your full attention to the speaker. Avoid interrupting them (if you do, pause, let them repeat and continue). Ask open-ended questions. Then ask clarifying questions (again) after you ask open-ended questions (this is called probing). Reflect on what they're saying. Respond thoughtfully. Make active listening a habit and you will see a significant improvement in your communication skills and relationships. Try it for your next 8 customer conversations... Hell, try it with your teammates...and see what happens. #marketing #cybersecurity #custommerresearch #audience1st

Many may not be listening to what you are really saying? 20 years ago, I was completing modules for my initial coach training. Our assignment was to coach a surrogate student for one hour. Module was Practice Active Listening One hour ONLY asking various types of powerful questions. At first, this was very awkward listening then only asking questions. I distinctly remember that moment shifting from my head to the heart. Discoveries from my first Coachee: * Being in the Moment * The Power in the Pause * Trusting Them Without an Agenda * Being Present With Their Experience The Coachee said, wow, that was an extraordinary experience! What value would you place on a greater connection with your clients, colleagues and family? In the Coaching Context, What Active Listening is Not: - About You - Interrogation - Agenda Driven - Coach Making Statements Desire to be heard? Practice the Art and Skill of Active Listening. Active Listening: * Fosters Empathy * Grows Connection * Expands Capacity * Opens Powerful Discovery * Uncovers the Root of the Situation * Being Fully Present Builds Trust * Creates a Space for Transformation Tips for Effective Active Listening: 1. Discovery to Action 2. Questions from honor 3. Ask Curiosity Questions 4. Avoid Making Statements 5. Call to Actions with Clarity 6. Create Judgement Free Space 7. Listen to Understand not to Agree/Disagree Active listening is a transformative skill that can be learned. Empowering actions can take place through active listening. Active listening will fuel innovation. >> How do you feel when someone is actively listening to you? << + My Purpose is Your Growth! DM me or schedule a 20 minute free coaching consultation to explore your coaching possibilities. > I have had the honor of coaching leaders for 20 years. > I have had over 25 years of being in business. Or visit: www[dot]TRUFORTH[dot]co

"Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen." 👆 This quote by Winston Churchill hits hard. Even the best leaders struggle with ↳ having difficult conversations. Why? Fear of: ➟ conflict ➟ hurting feelings ➟ rocking the boat. It's human, but it's also a roadblock to growth. Both your growth and your team's. Our brains are wired to avoid discomfort. But here's the thing: Dodging or dominating the conversation often makes things worse. The good news? You CAN master these talks. Here's how: 1. Plan Ahead: Prepare what you want to say. Keep your points clear and focused on solutions. 2. Stay Calm: Keep your emotions in check. Breathe deeply if you start to feel overwhelmed. 3. Listen Actively: It’s not just about talking. Listen to understand, not just to respond. 4. Empathize: Try to see things from their perspective. It can change the way you approach the conversation. 5. Be Direct, but Kind: Speak the truth with respect. It’s about being clear, not harsh. 6. Follow Up: After the talk, check in. It shows you care about more than just the issue. Difficult conversations are part of growth. And an essential skill for leaders to learn. They can lead to: • Better understanding • Stronger relationships • A more cohesive team Tough talks make you a stronger leader. They build trust and respect. Start facing them today. You'll have a better team tomorrow. What tip would you add for tough conversations? ____________ If you found this helpful, repost to share with your network ♻️. Thanks! And follow Nihar Chhaya for posts on leadership.