The Most Underrated Clienteling Superpower

I’ve been building new curriculum around clienteling superpowers lately – and it brought me back, fondly, to my early career time leading a personal shopping team at the Four Seasons Galleria in Macau.

Compared to my peers, I didn’t speak as much. I didn’t have as many fun stories to share.What I did instead was observe and listen – to what clients said, and to what they didn’t.

Over time, I had clients who came in to talk with me (really, it was just for me to listen to their stories) and shop afterwards. And when I remembered the details they shared in those conversations and referenced them back in our next encounter, they shared more, and trusted me even more.

I didn’t know then, that was my clienteling superpower.

Over the years, as I studied coaching and communication psychology, I realised that listening is one of the most underrated – and under-trained capabilities in clienteling.

Let me show you its four levels today:

Level one – listening to reply

This happens so often daily – A client says, “I really love Japan as a holiday destination,” and we come straight back to ourselves: “Oh yes, I love it too, because…”

You are listening, but really you are waiting for your turn to speak. It keeps a conversation going, but it doesn’t help you understand the client further.

A general rule of thumb – If you know what you’re going to say before the other person finishes, you’re in level one.

Level two – listening with curiosity

When the client says “I love Japan as a holiday destination”, you continue the exploration by asking “Oh really, tell me more about Japan. What do you like about it? Is it the food, the shopping scene or something else?”

By staying present and curious, you keep the focus on your client. Asking follow-up questions invites them to share more, and you get to know them better.

Level three – listening with intention

Going back to the same question – in addition to hearing what the client shared with you verbally, you also notice how it changes their facial expressions (or body language) – do they look excited (meaning they are looking forward to the next visit), or do they look sad (perhaps their schedule is too busy to plan a trip in)?

The intentional observation expands your understanding of the client beyond what’s shared verbally. And it enables you to respond to the emotion: extending care, if the client hasn’t taken time off for a while, encouragement; if they should start planning their next trip; and setting a reminder to check in with them after their return.

Level four – listening for what’s unsaid

More often than not, it is what’s unsaid that’s important to take note of.

A client says “I’m just browsing”, but her body language shows eagerness. That’s your cue to turn browsing into an invitation for proper discovery.

Or a client says, ” Yes, I will take it” – trying to be nice – while everything in her posture hesitates. Reading that, reassuring her that it is okay and inviting her to give it some thought before making a decision.

Spotting what’s unsaid and guiding the client to what they truly want is the ultimate level of listening and what makes a client feel truly seen.

Here is my invitation for you this week:

In your next conversation with a client or a team member, resist the urge to fill the silence.

Try exploring the four levels of listening and notice what it does for the relationship.

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