Making Notes

The distinction between “taking” and “making” notes is important because you are doing more than just recording the client’s words -- you are jotting down any connections you make, and capturing on paper the need, the concern, the issue, the opportunity

There are many ways to enhance your listening skis, of which one of the best known is active listening, a concept that has been around more than half a century and is explored in dozens of courses and books. A simple and arguably, more effective technique can be set out in just two words -- Make Notes. From the minute the customer starts talking, you should put pen to paper. The distinction between “taking” and “making” notes is important because you are doing more than just recording the client’s words -- you are jotting down any connections you make, and capturing on paper the need, the concern, the issue, the opportunity. Don’t analyze too much -- there will be plenty of time for reflection later.

The discipline of making notes has further benefits -- it stops you form trying to respond too early, and it ensures that you listen to the customer throughout the meeting -- it’s a fact that many people “save the best for last,” revealing their deepest needs toward the end of a conversation. If you present too early, chances are you’ll miss hearing vital information.

ACTION POINT: “Make” notes of your meetings with clients.