If you can explain to an 8 year old then you can explain it to anyone…
As I explained it to my daughter, ‘Imagine you are tasked to make something for your friend. You start making it using play dough by listening to them and then you share what you made.
What if you get a response that “this is not what i am looking for” , so you listen again and remake it.
Then your friend feels you still need to work on it and you think ‘does he even know what he wants’
And then you create something by questioning , understanding and listening more deeply to their actions , emotions, expressions and body language and you remake to share .
This time your friend says ‘you are close to it’. You see, its a journey where you evolve your creation by repeating again and again sitting next to the person who has asked you to make it and listen with your eyes and ears, and more importantly you show what you make so you know are you going right.
and then I also shared a story with her “Once upon a time there was Edward the bear, coming downstairs now, bump, bump, bump, on the back of his head, It is, as far as he knows, the only way of coming downstairs, but sometimes he feels if there really is another way and if only he could stop bumping for a moment and think of it. And then he feels that perhaps there could be another way to go downstairs.What if I could try new ways to go down.”
That rare opportunity to stop bumping our heads and think,listen,empathize ,build and reflect to get to know what your friend(customer) really needs
What do you think?
Gauri Mohan 