Compassion in Business

In today’s polarized political and social climate, people are often unkind and sometimes downright nasty to each other, if you ever doubt this, just spend some time reading the comment section on most news articles or social media posts. It’s probably prudent to note that at least a small percentage of the unkindness online is generated by bots and trolls who simply want a reaction from people.

All too often businesses see their customers or clients merely as numbers on their financial statements or fractions of their profit margins, this is a big mistake. If 80% of customers returning are needed for a business to thrive, it would serve any proprietor(s) or board of directors to think of their clients as Human Beings, as people. Empathy and compassion not only make the world a better place but can pay dividends in the world of commerce. Something as simple as remembering a customer’s name can mean a great deal to them and it may end up being what makes them choose your business over a competitor’s the next time they intend to spend money on a  product or service that you offer. Remembering a small detail of a conversation with them, whether it be something about their job, their family, a medical issue, a philanthropic cause important to them, a hobby, a political or social position they hold, an opinion expressed about a current world event, a pop culture reference etc.. could end up being a what endears them to your company and ultimately earns their loyalty. With top economists projecting an impending recession the likes of which will make The Great Depression pale in comparison, great customer service may be what keeps you in business when the bottom drops out of the economy.

Over the last 15 years and 16,000+ clients, we’ve learned of our customer’s engagements, marriages, births of children, divorces, bankruptcies, arrests, convictions (1 for murder) graduations, career achievements, personal growth/milestones, surgeries, health-related struggles, legal woes and victories, tragic losses of loved ones and yes, even their deaths. Many of our representatives have had clients share deeply personal things, both good and bad and many of have formed long-lasting and deep Human connections with them. Obviously, making money is the ultimate goal in business, but if you can make friends, connect with people emotionally, intellectually, impact someone’s life or just make someone’s day with a kind word, why not? We are all just people, life can be wonderful and life can be hard but a little kindness goes a long way.