Lost in Translation: My Venetian Walk and a Lesson in Listening

Venice. Canals, gondolas, and…apparently, a whole lot of bridges.

My recent trip to this stunning city started with a bit of a self-inflicted detour.

Arriving at the airport, I was advised to take a water taxi to my hotel — a scenic and efficient way to navigate Venice’s waterways.

But, ever the intrepid explorer (or maybe just stubborn), I decided to walk.

45 minutes, a heavy suitcase, and approximately 12 bridges later, I found myself deposited at a cafe, equal parts happy and miserable.

The city was undeniably beautiful, but the trek had taken its toll. As I nursed a much-needed spritz (Venetian happy hour drink!), a realization dawned: this whole situation was a fantastic metaphor for the importance of listening, especially in business.

Think about it: how often do we, as business owners or customer service representatives, fail to truly listen to our customers? We get caught up in our own ideas, our own processes, and forget that the people we’re here to serve have needs, wants, and pain points that deserve attention.

Just like me ignoring the water taxi advice, neglecting customer feedback can lead to a long, arduous journey for everyone involved. We end up frustrated, our customers end up frustrated, and the whole experience is less than ideal.