LEA is short for Listen, Empathize and Act. You will respond better to others when you use LEA.. When I was employed as a Service Advisor at a Chrysler Store many years ago, Chrysler taught this principle for delivering superior customer service. This is a good principle to discuss in the realm of social media and customer service. LEA will really help you with your social media efforts.

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Here is how “LEA” is supposed to work:

  1. Listening is key to hearing what people on social media are really saying. If you don’t listen, you will not hear what is happening on Twitter. A good connection or conversation requires the act of engagement. And engagement requires that some one be listening.
  2. Empathy is important to understand what the person is really seeing and connecting in a heartfelt way. We understand where people are coming from and we can relate.
  3. Act requires us to act on what we hear others say. It’s not good enough just to listen. A real connection requires action on your part. That makes a meaningful connection.

 

Dartmouth Social Media training for RE/MAX novaThere are other models that are similar to the “LEA” model. But the results are the same. As a business, we have to really hear what others are saying and respond appropriately. As we all know, the social media world is full of examples of businesses and people who have not responded appropriately.

One thing I learned along the way is that women are better listeners than men. Working with Chrysler and getting their training really helped me eliminate a blind spot I never knew I had. Here is what the blind spot is. As men, we listen till we think we have the solution and then jump right in without any more thought. Women wait till the person has finished speaking, then respond after they have put all the pieces to the puzzle together. As a result of my training, I have forced myself to wait till the person has finished speaking to make sure I have all the information I need to act upon. I have learned that this is a wise practice to follow.

So for today, think about how well you are delivering your customer service. Are you a good listener? Do you empathize with your customers? Do you act when you should?

Here’s to a great day of business for you.