If you’re in the business of serving clients (and let’s be real—everyone is), then let me ask you something:
How do you know you’re truly meeting your customer’s needs?

Not guessing. Not assuming. Not doing what you’ve always done and hoping it still works. I mean actually knowing—because you’ve asked, you’ve checked in, and you’ve listened.

Lately, I’ve been talking a lot about prompting—yes, the magical art of getting great responses from tools like ChatGPT. But here’s the thing: my strength in prompting doesn’t come from technical know-how. It comes from something a lot more human—active listening.

Active listening means you’re not just hearing words—you’re picking up on tone, asking follow-up questions, and genuinely trying to understand what’s behind the ask. It’s not waiting to talk. It’s being present.

And whether you’re using AI or just talking with a client or colleague, the same rule applies:
If you don’t ask the right questions, you won’t get the right answers.

Here’s how to level up your listening game (and your client relationships while you’re at it):

✅ 1. Check In Before You Check Out

Don’t wait until the end of a project (or worse—until they leave you) to ask how things are going. Build in check-ins. Ask:

“Is this working for you?”
“What’s something we could be doing better?”
“Has anything changed since we last talked?”

✅ 2. Listen Like You’re Wrong

We all like to be the expert in the room. But when you assume you already know the answer, you stop listening. Drop the ego. Ask open-ended questions and prepare to be surprised.

✅ 3. Clarify Like a Champ

Don’t be afraid to paraphrase and repeat back what you heard. It shows you care enough to get it right—and catches misunderstandings early.

✅ 4. Follow the Breadcrumbs

Sometimes, the real need is hidden under layers of polite surface talk. Listen for what’s not being said. Follow up on little comments. Dig deeper.

✅ 5. Document and Deliver

Once you hear it, do something with it. Make a note. Share it with your team. Circle back later to show you were paying attention.

 

Here’s the bottom line:
If your clients are shopping you, ghosting you, or not referring you—it might not be your pricing or your pitch. It might be because you weren’t listening when it mattered most.

Being curious, thoughtful, and intentional with your questions—and how you receive the answers—is one of the best business strategies you can master.

And yes, this skill translates directly to prompting AI. If you’ve been wondering why ChatGPT doesn’t give you good results, ask yourself:

“Am I asking the right question… or just talking at a screen?”

Listening—truly listening—isn’t passive. It’s a power move. Use it.

 

Author:

Kelly Jackson, Executive Director SLC3