The Problem with Templates
Over the years, I’ve seen businesses rely on templates to streamline their processes and responses, thinking they were the key to efficiency. However, internal communication platforms and their implementation require a different approach. People aren’t templates, and that means each company, its culture, and its challenges are unique.
While efficiency has its place, the heart of real service is connection—it’s about understanding the person behind the request and offering customised solutions that address their specific needs. In a world of chatbots and automated, generic responses, having someone to support you and address the individual nuances of your situation makes all the difference in your already busy schedule. It’s about seeing the person behind the request, not just the task itself.
The Power of Listening
One of the biggest lessons I’ve learned is that great client service starts with listening. Not just to what needs to get done, but to how people are feeling. A rushed email, a hesitant pause on a call—those little cues say a lot.
For me, client service isn’t just about solving problems—it’s about creating space. Space to ask, “How are you really doing?” Sometimes, the answer is strictly business, and that’s fine. But other times, that simple question unknots tension, opens doors, and builds trust. Because progress isn’t just about crossing items off a to-do list; it’s about making sure people feel supported along the way. That’s what keeps me motivated—knowing I can make someone’s day just a little bit easier.
The Importance of Clarity
Another thing I’ve come to appreciate is the power of clarity. It’s easy to forget that what seems obvious to me might feel overwhelming to a client. I’ve learned that the best service professionals aren’t just knowledgeable—they’re translators. They take complexity and make it simple, make it digestible.
And just as important as clarity is pacing. Some clients move fast, making decisions quickly. Others need time to process, to ask questions, to weigh their options. My job isn’t to rush them to the finish line—it’s to walk alongside them, making sure they feel confident every step of the way.
Building Meaningful Relationships
At the heart of it all, client service is about relationships. It’s not about transactions or hitting quotas; it’s about making sure people leave an interaction feeling lighter, more capable, and truly seen. And that’s what I love most about what I do.
Some of my most rewarding moments haven’t come from closing a deal or delivering a perfect solution. They’ve come from a client telling me, “Thank you, this really helped,” or “I feel so much better after our conversation.” That’s the kind of impact that sticks.
Is There Anything We Could Help You With?
Every client has unique challenges, goals, and concerns. Whether you need clarity on a complex problem, a fresh perspective on strategy, or simply someone to listen and help navigate the next steps of technology implementation, I’d love to connect. Let’s start a conversation—one built on understanding, trust, and a shared commitment to success. Reach out, and let’s find the best way forward together.
Why Cocentric?
At Cocentric, we work with some of the world’s fastest-growing businesses to help them overcome their internal communication challenges and integrate digital systems through tailored strategies, cutting-edge technology and ongoing support. Our award-winning approach can help you implement new processes effectively across your organisation.
Explore our services and see how we can support your internal communication strategy for 2025 and beyond.
Our E-Books ‘Planning and Deploying a Successful Intranet’ , ‘‘How to boost employee engagement using your intranet’ ’ and '10 Reasons To Opt for a SharePoint Intranet' can help you get started.
