Last week I went to a session and the speaker suggested that instead of saying “I know that”, try saying “that is fascinating”.

Now while you may feel a bit silly saying “that is fascinating”, you are not blocking out your listening and/or reading skills. If you say “I know that”, a part of you switches off to your speaker.

I do understand that you may have heard and read it before but sometimes the presenter will have a small nugget of information that may prompt you to take action in a way that will delight your customers, encourage your staff and/or give you a new lease of life in your business.

For example, I often instruct people on the customer ladder. My ladder has the steps of: Suspect > Prospect > Customer > Client > Raving Fan.

Our speaker had another model: Suspect > Prospect > Shopper > Customer > Member > Advocate > Raving Fan.

(NB: A suspect is your target market; a prospect is someone who takes action; a shopper is someone who buys; a customer is repeat business; a member is a special level of customer; an advocate tells others about your business; and a raving fan is someone who closes the sale for you.)

Now if I had just switched off because “I know that” then I would not have heard about a new opportunity to classify clients and to potentially make more money!

So instead of saying “I know that”, try “that is fascinating” – be receptive to new ideas.