Steve Marr.org

Most positions involve knowing how to delegate work and responsibility to others. You can’t do everything, every time. Moses provided a model when he instructed, “The case that is too hard for you, you shall bring to me, and I will hear it.” (Deuteronomy 1:17, NASB)

I receive requests asking for my free time regularly. If I said yes to each request, I would get little else done.  I filter these requests for free time into three categories.

Some requests come from people with whom I have a relationship. For example, a good client asked me to help provide a perspective on a church building issue.  I was happy to accommodate. We need to share ourselves in ways that strengthen our relationships. Another example was that a good friend asked me to talk with their daughter about starting a new business. I was happy to assist.

Many restaurants struggle today. Sometimes the struggle is difficult enough to cause them to go out of business, and they don’t have a clue why. A simple survey could help restaurateurs understand why customers come to their restaurant and return.

In 2011 Ron Johnson was hired to run J.C. Penny. Johnson had been responsible for running Apple’s retail sales unit. Now the company is struggling with poor sales, and stock prices have declined 50% in a very good stock market environment.  The Board of Directors for J. C. Penney recently dismissed Ron Johnson.

Listening and responding to questions is a critical skill that all business people must develop.  I find that it is a skill that a lot of business people struggle with. This affects relationships with customers, staff and others.

A study demonstrated that people tend to spend 50% of their listening time trying to think about how to respond.  King Solomon wrote, “He who answers before listening--that is his folly and his shame.” (Proverbs 18:13, NIV)

Better to listen carefully, repeat the question, and specifically answer the question.  End by asking, “Does this answer your question?” If it doesn’t, ask for the person to restate their question and try again.

Customers have listed failure to answer their questions as the number one turn-off about salespeople. Employees also state that their major gripe with managers is not receiving answers to their questions.

Develop and practice listening to the questions your employees ask.  Then, make sure you give an answer.  Develop this skill and your work will improve.

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