“Most people do not listen with the intent to understand; they listen with the intent to reply.” ~Stephen R. Covey

I used to think running a barbershop was all about haircuts, schedules, and keeping clients happy. I measured success by the number of chairs filled, how quickly we moved through the day, and whether everything ran smoothly. Efficiency felt like the most important thing.

Then one afternoon, a moment with a customer changed everything.

Mr. Hicks, a regular, came in looking unusually quiet. He slumped in my chair, barely making eye contact, and gave only short, mumbled answers when I …