Listening is the first step to lasting customer success

Listening is the most important thing in the world. Especially when it comes to meeting customer needs.The world is yours when you truly hear what someone has to say. This holds for business, family and everything in between.Recently, in conversation with a prospect, we were reminded of the power of listening. Rob, an older gentleman, has enjoyed considerable success in his business. He’s been at it for many years and his current broker is a close and trusted friend.We got present to Rob’s needs over the course of a lengthy conversation that felt more like an informal chat between friends than a business transaction. In fact, Rob had a great time and we got the sense that he needed someone to speak and share with.Rob’s ask was truly unreasonable in the sense that he was requesting a solution that would rock his world if he was to break off an extremely close and lengthy relationship with his current broker. Specifically, he needed for his premium to be a lot lower than it is right now to move his business to TSG.After the conversation, we got in action to hit a home run. Rob provided us with the details for seven of his residential properties and off we went. Full disclosure, our quote, although lower than Rob’s current rate, did not meet his needs.However, Rob loved the experience of sharing and connecting authentically with our team members to the point where he was open to continuing the conversation. Rob is also savvy and he understands that he can get better rates buying in bulk. So he called back to trust another six properties to us.We sourced solutions for the enlarged portfolio and delivered on Rob’s ask.The key to meeting Rob’s needs was listening closely to actually identify those needs. We were reminded of the importance of engaging fully with customers and prospects because they may drop hints and information about their needs at any point.Call us today: we are committed to fully hearing your needs.