Shhhh… Do You Hear That?!
Posted by Joe Zuccarello, VP Groomer Services and Innovation on 15th Sep 2026
We all know there’s a difference between hearing and listening—but do we really practice it?
- Hearing is simply perceiving sound.
- Listening is giving attention, interpreting meaning, and responding with intent.
Hearing is passive. Listening is work. And for managers, leaders, and business owners, mastering listening is one of the most powerful skills you can develop.
Why Listening Matters More Than Hearing
Think about the barking dog in your salon. You hear it whether you want to or not. But listening requires attention. It means focusing on what your staff, your customers, or even your business is really saying—beyond the noise.
Research shows that 75% of effective communication is listening, yet most of us only spend about 30–40% of our time doing it. That gap is where misunderstandings, frustration, and missed opportunities live.
Four Ways to Become a Better Listener
- Listen Actively
Create an environment where real listening can happen. If the setting is too noisy or rushed, pause and move the conversation. Then—stop talking. Take notes while the other person speaks. This keeps you from interrupting, helps you process, and ensures you don’t miss key details. Ask clarifying questions and thank them for sharing.
- Judge Content, Not Delivery
Not everyone is a great communicator, especially when emotions run high. Tone, inflection, or word choice can distract you from the real message. Think of yourself as a judge—absorbing facts before making any ruling.
- Be Responsive
Listening isn’t complete without a response. Sometimes that means taking action; other times, a simple “I understand” or “I appreciate you sharing this” is enough. Even if you can’t give someone exactly what they want, acknowledging them builds trust.
- Listen for Ideas
Often, people will tell you the solution they’re looking for—directly or indirectly. Pay attention, and you might find they want less than you assumed, saving you time and effort. And if they don’t share it outright, ask.
The Power of Slowing Down
Thought moves faster than speech. Use that pause to process before responding. Listening deeply strengthens relationships, builds trust, and makes you a more effective leader.
So next time, don’t just hear. Listen.