It’s Not What You Do For Your Client It’s How You Make Them Feel

We Build Relationships Chalk IllustrationMaya Angelou has a great quote:

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

It plays out in so many areas of our lives.

The other night I woke up at 1am to hear Alex calling for me. When I went in to his room, he was sitting up in bed asking for a glass of water. Stumbling around the kitchen I couldn’t help thinking that at 9 he is old enough to get up and get his own water.

But then I wouldn’t have the chance to give him one more hug and kiss for the night and rub his back for a minute so that he can go back to sleep. It’s something that makes him feel loved and re affirms that I am there for him.

Some day he will not need my hugs to fall asleep, or my help to get water in the middle of the night and I have a feeling that I am going to miss that.

What about in your business?

Are there little things you can do for your clients to make it easier for them?  Yes, they can probably figure it out for themselves. But if you just took care of it for them, how would it make them feel?

  • What if you met the contractor so they didn’t have to?
  • What if you had the escrow company meet your clients at their home or office so they didn’t have to try and find an office building downtown in the middle of rush hour?
  • What if you sent them a timeline at the very beginning so that they knew what would be happening when and didn’t have to guess?

What else can you do to make your clients feel valued and cared for? Often they are things that don’t cost much, but the payoff in terms of loyalty and referrals is huge.

And admittedly, sometimes we find ourselves having cranky days where we are running around doing all sorts of crazy things that are not part of our “job description” wondering what in the heck we got ourselves into.

Remembering, this is a chance to make your client feel cared for which might just give you the attitude adjustment that you need. 🙂

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