The Lost Art of Listening

In this business, we all want to keep our clients happy.  Yet in this busy, fast paced go go go world, one key component is lacking – listening!

Instead of hearing what our clients are saying, we are so eager to “sell” our latest idea, fix a problem or answer a question, that we interrupt, ramble on and miss important knowledge and insights.

Listening is THE only way to provide a client with great ideas and plans. Yet instead of hearing what our clients are saying, our brain is busy rushing ahead preparing answers and plans.

Here are a few tips to help listen to clients.

Keep an open mind
Don’t go into a meeting with pre-conceived ideas about what is going to happen. Yes,  prepare an agenda. Yes, do the necessary research. And then, let the meeting happen.

Listen with intent
Actively listen to what your client is saying. Don’t jump in, or worse, interrupt. Provide answers when necessary. Remember, the goal is to keep the conversation going and lead to a plan of action.

Talk Less Than You Listen
Be present and be quiet. Yes, ask questions. Yes, provide answers. But let your clients speak, without interruptions.

Ask open ended questions
When asking questions, the aim is to get your client to share. Avoid simple yes and no questions. Instead, ask questions that will get you client to open up and share important insights.

It’s not personal
The client is always first… even when they are wrong!  Understand that this is part of business…any business not only the advertising business. It’s hard to sit in a meeting and have your latest ad torn apart after hours of work.

As tough as it can be, remember it’s not personal – this is business. Don’t get upset, interrupt, or get defensive. Hear what the client is saying and let them get it out.

Get off email
When a client sends an email expressing a concern, get it off email – quickly. Pick up the phone, or set up a meeting to talk it out. Then listen. This will lead to a solution quicker than having multiple emails going back and forth.  It’s so easy today to “duck” facing issues personally… but just because you can, doesn’t mean it’s the right approach to use.

Communication with clients is a two-way street. We do need to be persuasive “sales” people. But in order to achieve success, to obtain the “go ahead”  or buy in that we want, we need to listen first.

Happy Anniversary to Us!

It’s our silver anniversary!

25 years ago, the 3H Communications journey began. It was a humble start. Miriam,now Chief Creative Officer, was just helping out a couple of friends, one to advertise an airline and the other to launch a shopping center. 25 years of experience  later and 3H Communications is a flourishing, cutting edge, full service, advertising and marketing agency.

Over the years, 3H has developed a process driven by our passion and dedication to understanding our clients’ products and capabilities. While every opportunity and client requirement is unique, there is an integral process we go through with clients to meet, and exceed their goals and expectations.

IDENTIFY

We arm ourselves with information. Our approach starts with investigating your company, your competitors and vertical markets. If required we initiate market research from store checks to informal panel discussions to full out qualitative or quantitative research. We assess the results. We then are set to plan and develop programs based on our identify target markets and demographics. We add to that customer analysis to develop personas based on psychographics, competitor analysis and more.

INITIATE

Leveraging our findings from research, we start the creative process. We bring out the popcorn and we brainstorm, we conceptualize and we create the story. Whether it’s blogging, digital advertising development, packaging design, traditional and social media advertising, or TV media we push boundaries to develop the right strategy, the right voice, the right channels to reach your objectives.

ENGAGE

With your Brand’s voice we start telling the brand story: how it should be told, to whom it should be told. The right timber, the appropriate messages based on personas, brand positioning and brand objectives. From science-speak, food write ups, fashion critics to pharma aids, business white papers and consumer talk, we implement the right approach and channel for your brand’s voice: web design, social media, digital media, events, print media and more.

LISTEN

We keep the momentum going…we listen, we respond, we engage…in order to build the brand relationship. By listening your brand continues learning from its relationship with brand ambassadors, which means we can create the most effective strategies to meet your objectives. We become your subject matter expert. It’s about creating a conversation, listening to their needs and requirements and we act with purpose and intent.

OPTIMIZE

We aim for effective, perfected and valuable solutions and results – and often it’s the numbers that reflect the effectiveness of an initiative. We measure each result; we get analytical. We dig deep and look at your local or global rankings, your SEO standing and your ROI. We then evaluate and take the necessary actions.

Through this method, the company has continued to grow and succeed. We are tight team that works hard and plays hard. Each member plays an integral part of our clients’, and our, success. Over the next year, we will be sharing stories about our journey, from Montreal to Oakville, what we have learned, how the advertising world has changed and all about our great team members. Keep checking back for regular updates!

To help us celebrate our anniversary play our new contest, Winfall Instant Win Contest! This is your chance to win prizes instantly, including an ipad Mini, and there a number of ways to play and win – including liking our FB page, sharing the page, liking us on Pinterest and more!