I know that!

Last week I went to a session and the speaker suggested that instead of saying “I know that” try saying “that is fascinating”. 

Now while you may feel a bit silly saying “that is fascinating”, you are not blocking out your listening and/or reading skills.  If you say “I know that” a part of you switches off to your speaker.  I do understand that you may have heard and read it before but sometimes the presenter will have a small nugget of information that may prompt you to take action in a way that will delight your customers, encourage your staff and/or give you a new lease of life in your business.

For example I often instruct people on the customer ladder.  My ladder has the steps of:
Suspect -> Prospect -> Customer -> Clients -> Raving Fans

Our speaker had another model:
Suspect -> Prospect -> Shopper -> Customer -> Member -> Advocate -> Raving Fan

(NB: A suspect is your target market; a prospect is someone who takes action; a shopper is someone who buys; a customer is repeat business; a member is special level of customer; an advocate tells others about your business; and a raving fan is someone who closes the sale for you.)

Now if I have just switched out because “I know that” then I would not have heard about a new opportunity to classify clients and to potentially make more money!

So instead of saying “I know that” try “that is fascinating”, and just be receptive to new ideas.

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