Latte Listening: Now being used at a Starbucks or coffee shop near you!

A few weeks ago, I was sitting in a Starbucks, in between appointments. While checking my email, I couldn't help but eavesdrop on a few conversations that were taking place around me. The conversations ranged from someone who was just dumped by a significant other, to another person complaining about the weather. But it was the third conversation that captured my interest.

There were two women engaged in a very lively (and somewhat loud) discussion. After listening for a few moments, I deduced that one owned her own business while the other's husband was laid off from his job, last week. The business owner (I'll call her Mary), was explaining what COBRA was to her friend (I'll call her Jane) and how the costs are astronomical these days for basic health insurance. Mary was complaining to Jane that to cover her employees, under a basic health care plan, costs her in excess of $4,000.0 a month. When Jane asked if Mary's insurance carrier would issue a policy to a non-company, Mary said she "doubted it".

Jane just kept going on how they needed to coverage because of the two kids. Mary's was trying to tell Jane that the solution would eventually come about when Jane's husband got a new job. She even encouraged Jane to tell her husband to get a job at Starbucks since they offer health coverage to their employees. Jane's husband could still try to seek employment but at least the benefits would be there. Jane basically said that she could not wait that long and that her husband, would never do such a thing because "he's a professional" and "wouldn't stoop that low".

What amazes me is that these two women, just bantered about, complaining about things but yet did not have a solution-focused approach to resolving not one, but two problems: 1) coverage for Jane and her family and 2) lower premiums for Mary's company.

I couldn't help to stop by on my way out. I apologized for intruding, and explained that I couldn't help but overhear their conversation. I went on to explain that I may have a solution for the both of them. I asked if they would like to be introduced to a colleague of mine whose insurance company provided coverage at extremely competitive prices and they also covered individuals and families as a "group of 1". Jane's expression went from depressed to full of hope. Mary too was intrigued as to who this person was that may be able to help her lower her monthly costs.

I asked for their information and immediately called one of my BNI members with the referral. I put them on the phone with him so that they could schedule an appointment. They did and thanked me for my assistance.

Later that week,I heard from Jane who gave a glowing testimonial about the person I referred her to. I didn't however, hear anything from Mary. Curious, I emailed the health insurance rep and within 3 minutes of sending that email, the door bell rang.

I walked to my door to find a big fresh-fruit arrangement from the health-care rep, thanking me for the referral for both ladies. I went back and called this person and he told me that he signed up both of them and that Mary also referred him two other business owners who he was meeting with this week.

So should I be mad at Mary for not reaching out to even communicate or thank me? Probably not. I was not fully visible to her. I was just some nosy guy doing some "latte" listening while drinking coffee at Starbucks who later but into her conversation. I didn't have any visibility let alone credibility with her. (Still some should say she should have had better manners).

Looking at the bigger picture, I realize that what I call latte listening works very well -- provided of course that you do more than just listen. Growing up, our parents told us never to talk to strangers and that it was impolite to eavesdrop. As business people, we need to talk to strangers and it can be as simple as doing some "latte listening" at a local coffeehouse. (OK if you don't like lattes, substitute your favorite drink, food or activity). We are surrounded by opportunities to help people to resolve problems, and at the same time, make money for others and ourselves. It's just a matter of moving out of the comfort zone that we are in and taking action.