The Magic of Listening: Understanding vs. Replying in Corporate Housing

Published By Andrea Grabau, Global Account Executive Sep 17, 2024

In the world of corporate housing, effective communication is the key to success. But there's a subtle art to communication that many overlook: the difference between listening to understand and listening to reply. This distinction can transform the way we sell our services, place guests in the perfect apartments, and, ultimately, build lasting relationships with our clients. 

The Power of Listening to Understand:

Listening to understand means truly absorbing what the other person is saying, seeking to comprehend their needs, concerns, and preferences. It's about empathy and connection. According to research from the International Listening Association, effective listening can lead to a 40% increase in job performance and a 30% reduction in misunderstandings. 

On the other hand, listening to reply is about preparing your response while the other person is still talking. This approach can lead to missing crucial details and creating a disconnect. In a survey by Accenture, 78% of respondents admitted that when they felt unheard by service providers, they were less likely to engage with them again. 

Why National Excels at Listening:

• Customized Solutions: By truly understanding our client's needs, we can offer tailored housing solutions that perfectly match their requirements. Whether it’s an executive suite close to the business district or a family-friendly apartment near good schools, we listen and deliver.
• Building Trust: Clients who feel heard and understood are more likely to trust us with their housing needs. This trust leads to long-term relationships and repeat business. We’ve seen a 25% increase in client retention over the past two years, a testament to our commitment to understanding our clients.
• Enhanced Guest Experience: For guests, feeling listened to translates to a more comfortable and pleasant stay. Our staff is trained to pick up on subtle cues and preferences, ensuring that each guest feels valued and cared for. This attention to detail is reflected in our high guest satisfaction ratings.

Practice Steps to Listening Better:

• Active Listening: Engage in active listening techniques like nodding, summarizing what the client has said, and asking open-ended questions. 
• Empathy Mapping: Try to see the world from your client’s perspective. What are their pain points? What would make their stay more comfortable? 
• Feedback Loops: Create opportunities for clients and guests to provide feedback regularly. Use this feedback to improve your services continuously.

 In corporate housing, as in life, the magic lies in truly understanding the people we serve. By focusing on listening to understand rather than listening to reply, National Corporate Housing continues to set the standard for excellence in our industry. This approach not only enhances our client relationships but also ensures that every guest feels genuinely valued and cared for. 

So, the next time you're in a conversation, whether with a client, a guest, or a colleague, take a moment to really listen. You might be surprised at the powerful connections and insights that follow.