The Convergence of Professional and Personal Client Care

Fostering an environment of care and genuine connection with the clients you service is paramount to conducive working relationships.

More than simply fulfilling deliverables, caring about your clients requires embodying traits of verity, transparency and dependability. Practicing the intersection of professionalism and personal care is imperative in transactional industries to cultivate trust and to bolster the feeling of personal support – ensuring clients never feel like “just another number”.

By nature, people’s connections hold tremendous emotional weight, influencing decisions and determining our capacity for trust. Humanising your clients through demonstrations of care and honesty positions you to build a personal, enduring relationship and your business to make a lasting impression. The attitude clients hold towards your ethics and practices directly informs the likelihood of future business and recommendations.

Authenticity is a valuable attribute and point of difference in business, as it has often been elusive in commodity trading. Employing the principles of professional and personal care, let’s explore some scenarios that you may encounter:

You receive an email from a client. They request a service that your business isn’t capable of.

Professional care – Respond promptly by email. Explain that the request is outside your area of expertise, so you won’t be able to deliver the usual high-quality result that your business holds as its benchmark.

Personal care – Take the time to provide recommendations and details of other businesses you know who could help.

Build trust by being honest about the scope of your capability – this not only assures the client you are adept within your area of expertise, but also displays legitimacy of character.

In the instance a client notices a mistake that your business has made.

Professional care – Remedy the misunderstanding or oversight by outlining an apology, then clarify and correct the issue in a timely manner.

Personal care – Go the extra mile by calling your client to discuss how you will prevent the issue from recurring in future and give a personal apology.

Offer openness by accepting mistakes – apologising personally demonstrates you care about the output of your business and the client’s feedback.

Stand out in your industry by standing by your clients. The convergence of professional and personal care is fruitful in many ways and continues long after the transaction is over.