We have to be careful to always remember the first reason we listen. In the midst of serving others—especially if our daily work is in a service industry—it’s very easy to get caught up in listening only for the details of another’s needs. After all, we do have to meet people’s needs in order to serve them well. But there is another layer—a deeper layer—to listening, and it’s ultimately what sets apart those who serve by meeting expectations and those who serve by exceeding expectations.
That deeper layer is listening to understand a person’s story. At Chick-fil-A we like to say that when we know a person’s story, we can serve them personally. We believe it wholeheartedly. Consider how we ourselves feel when others take time to do more than transactional listening. We would probably say we felt as though the person really cared about getting to know us. However we translate that special feeling that occurs when others take the time to deeply listen to us, the bottom line is that a deeper connection happens, and a truer sense of meaningfulness ensues. This is the reason the Earl of Chesterfield, Philip Stanhope, said, “Many a man would rather you heard his story than granted his request.”
Listening is more than a means to an end. At its best, listening is the commencement or continuation of a deeper relationship.
Dan T. Cathy
That deeper layer is listening to understand a person’s story. At Chick-fil-A we like to say that when we know a person’s story, we can serve them personally. We believe it wholeheartedly. Consider how we ourselves feel when others take time to do more than transactional listening. We would probably say we felt as though the person really cared about getting to know us. However we translate that special feeling that occurs when others take the time to deeply listen to us, the bottom line is that a deeper connection happens, and a truer sense of meaningfulness ensues. This is the reason the Earl of Chesterfield, Philip Stanhope, said, “Many a man would rather you heard his story than granted his request.”
Listening is more than a means to an end. At its best, listening is the commencement or continuation of a deeper relationship.
Dan T. Cathy
"The Deeper Reason We Listen" Cathy Family Blog. 4/6/2016
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