How to Apply Active Listening in Client Meetings

Stop Talking, Start Winning: How Active Listening Seals Oil & Gas Deals A client was ready to sign a multimillion-dollar contract—then we lost them. Why? Because we assumed their biggest concern was cost. We never asked. In the oil and gas industry, deals aren’t won by just having the best product or service. They’re won by the company that listens better. The Mistake Costing You Customers Most professionals listen to respond, not listen to understand—and that’s where they lose deals. Here’s how to flip the script: 🚨 Pause Before You Pitch – Let the client fully express their concerns. Cutting them off signals that their problem isn’t important. 🎯 Mirror Their Words – If a client says, “Our biggest issue is long lead times,” don’t assume they mean price. Repeat: “So lead times are your main concern—tell me more.” This builds trust. 🔄 Reframe the Solution – Instead of jumping in with what YOU think they need, align your response with their concerns: “Since lead times are your priority, let’s explore express delivery options to minimize downtime.” 📌 Follow Up Like It’s a Closing Step – Many businesses drop the ball after the first conversation. A simple check-in, like “Did that solution meet your expectations?” shows commitment. Why This Works Clients don’t just buy products or services. They buy the feeling of being heard. 🔹 If you rush to respond, you lose trust. 🔹 If you dismiss their concerns, they look elsewhere. 🔹 But if you make them feel heard? They stay—and they sign. Have You Ever Lost a Deal Because You Assumed Instead of Listened? Drop your experience in the comments—let’s talk about it. 👇 #OilAndGasSales #B2BNegotiations #ActiveListeningWins

What if the next time you’re in a sales pitch, you zip it? Yep, I said it. Close those lips. 🤐 We're in a world plastered with motivational posters screaming, “Speak up! Be heard!” But I'm here throwing down a challenge—can you win the deal in dead silence? Welcome to the School of Shut-Up-and-Listen! The Art of Silence: Every sales pro talks. Only the brave listen. Active listening means that you’re decoding emotions, understanding concerns and reading between the lines. It’s where you hear the client’s unspoken needs. Golden Pauses: Have you ever noticed how a pause, just a few seconds long, can make someone spill their strategy, budget constraints or real desires? Silence is where the magic happens—it gives others space to reveal more than they intended. The Echo Technique: When you talk, make it count. Echo back what your client just said. “So, what I’m hearing is...” It shows you’re not just waiting your turn to speak; you’re engaged. It builds trust, and in sales, trust is the currency. Don’t we all know a sales guru who landed a massive deal by not pitching at all in the first meeting? They just listened, asked questions and let the client lay all the cards on the table. I imagine that during the second meeting, they tailored the pitch so perfectly to the client’s expressed needs that resistance was futile. Why does this approach work? ✔While your competitors are busy pitching, you’re understanding the client’s pain points to a T. That’s an advantage they won’t see coming. ✔In a world of endless noise, being the person who can appreciate silence stands out. It makes you memorable. ✔High-pressure sales are out; consultative, client-focused approaches are in. Listening reduces the pressure, making your client comfortable enough to open up and eventually sign on. The next time you’re in a negotiation, harness the power of shutting up. The less you talk, the more you learn. #ActiveListening #Sales #CargoMargo

"The most important thing in communication is hearing what isn't said." - Peter Drucker This quote hit me like a ton of bricks early in my fundraising career. Too worried about what I had to say and not listening enough. Active listening is about understanding the emotions, motivations, and unspoken concerns behind the words. All great fundraisers I’ve known were great listeners. Here's my 3-step process for mastering active listening in donor meetings: 1. The 80/20 Rule: Aim to listen 80% of the time and speak only 20%. It's counterintuitive, but the less you speak, the more you learn. 2. The Power of Pause: After a donor speaks, wait 3-5 seconds before responding. This shows you're processing their words and often encourages them to share more. 3. Reflective Responses: Summarize what you've heard and ask if you've understood correctly. "So, what I'm hearing is..." This validates the donor and ensures you're on the same page. I've used this approach to uncover hidden passions, address unspoken concerns, and even secure unexpected major gifts. One donor told me, "You're the first person who's truly listened to why I want to give." Remember, every donor has a story. Our job is to listen carefully enough to hear it. P.S. Challenge for the week: In your next donor meeting, try to speak 50% less than you usually do. Report back with results!

🙉Active Listening with the SHR Method Active listening is a skill I continue to honed over the years.. I may not get it right but I keep trying 💪Making people feel important through the SHR Method: Seen, Heard, Remembered. ⁉️When your MSP talks to clients, do you use SHR and truly listen to their pain points or concerns? Build the habit of responding with “Yes, and” to as well as “why” to advance their ideas and concerns. 🗣️ A Real Conversation on Cybersecurity 𝗠𝗲: Tell me more about why you don’t “need” cybersecurity. 𝙏𝙝𝙚𝙢: Because it won’t happen to us. We are too small. 𝗠𝗲: I see, what do you mean by “too small”? (𝗦͟͟𝗲͟͟𝗲͟͟𝗻͟͟) 𝙏𝙝𝙚𝙢: We only have 5 staff and aren’t well-known, so hackers won’t bother. 𝗠𝗲: 𝘠𝘦𝘴, 𝘢𝘯𝘥 do you think the data you have is valuable? (𝗛͟𝗲͟𝗮͟𝗿͟𝗱͟) 𝙏𝙝𝙚𝙢: We are a small dentist with less than 2000 clients so they won’t bother 𝗠𝗲: 𝘠𝘦𝘴, 𝘢𝘯𝘥 do you know the value of that data? (𝙍͟𝙚͟𝙢͟𝙚͟𝙢͟𝙗͟𝙚͟𝙧͟𝙚͟𝙙͟) 𝙏𝙝𝙚𝙢: No, but it’s not worth hackers’ time. 𝗠𝗲: 𝘠𝘦𝘴, 𝘢𝘯𝘥 did you know medical records sell on the dark web for $3+ each? That’s $6k, not to mention the reputational damage. ($ for reference/actual cost may vary) 𝙏𝙝𝙚𝙢: Oh, that’s not a lot of money. Insurance will cover that. 𝗠𝗲: 𝘠𝘦𝘴, 𝘢𝘯𝘥 did you know you might not get insurance if you don’t practice good cyber hygiene, or your rates may be astronomical? Will might have some ideas 𝙏𝙝𝙚𝙢: Oh wow.. so what should I do? I don’t want to overspend on cyber insurance. 𝗠𝗲: I’m glad you asked. Here are a few basic things you could do… Action Items for Your MSP: 👀Seen - Validate their concerns. Understand their perspective. 🦻Heard - Engage in active listening. Respond to their specific points and keep asking “why” ❤️Remembered - Connect their issues to broader cybersecurity risks and practical solutions. This approach ensures clients feel seen, heard, and remembered, making it easier to build trust and offer effective solutions. #ActiveListening #CyberSecurity #MSP #ClientEngagement #YesAnd #SHRMethod

6 months ago a mentor taught me a discovery process that helped me increase my close rate from 30% -> 60% for qualified prospects: Ask questions that show you're an expert on the client’s problem. Here’s the 4-step process: 1. Ask and Listen Deeply - It’s not about just any questions, but ones that prove you’ve seen this problem before. For example, when a client mentioned they were dealing with burnout, I asked: - How long has burnout been affecting you? - Who else in your life feels the impact? - What have you tried so far to deal with it? - When do you want things to actually change? These questions don’t just gather facts; they reveal the depth of the problem and make the client feel understood. 2. Reflect Back What You’ve Heard - Use their words to summarize the situation. This shows you’re paying attention and allows them to clarify or add details. 3. Expand the Conversation - Based on what they share, introduce other relevant angles they may not have considered, showing your experience in tackling the issue. This step often shifts their view of the problem’s urgency. 4. Use Your Industry Expertise - Share insights or terminology specific to your field. By framing their challenge with your knowledge, you demonstrate your expertise and build trust even before you present a solution. If you’re just getting started with this approach, a good first step is using the “mirroring” technique: reflect back what you’ve heard in your own words, and then mention 2-3 common issues you’ve seen in similar clients. What discovery techniques have made the biggest difference in your approach? Ps - Join over 250+ sales professionals, leaders and founders who have learned how sales methodology by mastering their inner game - alluviance.co/arise