Be Exceedingly Human

Many of you know of my love of the marketplace and my firm belief that business makes the world go around. I’ve had an interesting two weeks hearing from people in my network of friends - clients, colleagues, new and old relationships along with current job seekers. I’ve seen a flurry of activity from advisors staying close to their clients and prospects by offering relevant information and different ideas through subtle or overt highlights of the capabilities their respective firms provide to customers. I appreciate this approach because I also care about my clients and always want them to know I’m available whenever they are ready to engage in any kinds of discussions with me as their trusted advisor. 

More than ever, our clients need us to be “exceedingly human” during these stressful and difficult times. Now is the best time to help and advise clients across a wide spectrum of topics and situations - whether our firm does the work or not. This includes COVID-19 related situations involving loved ones, navigating personal family challenges, maintaining proper and appropriate work disciplines and taking care of customers of our clients. The lines of personal and professional have been (and will continue to be) blurred for now, and we have an obligation to serve our clients with a heightened level of grace, compassion and resilience to help them regain their sense of normal in the months ahead and into next year.

I do believe that our clients look to us in these seasons to be empathetic, resourceful and insightful enough to react appropriately to such an unprecedented economic and societal event that will most definitely affect the rest of 2020 results and probably longer. Think about what matters most to our clients, right now, as they rebuild momentum, adapt to changing market conditions and deal with current and forthcoming economic fallout from the recent slowdown. Of course, our clients will eventually want to hear our best thinking on their business problems, but only at the right time and in the right sequence of priorities during and after this crisis.

A dear friend shared with me recently that new business efforts at his company would likely be difficult for the remainder of the year and possibly longer. While I do agree with his assessment, I know that is such a tricky subject to broach right now as we all face global and local pandemic conditions alongside economic turmoil around the world. Lives have been disrupted, budgets have been shattered, positions have been eliminated and people are experiencing extraordinary personal and professional adversity in the wake of COVID-19. 

New business and expansion sales will ALWAYS come to those who behave in an exceedingly human way when communicating with clients during times of crisis and uncertainty. Now is a great opportunity to stay close with clients by truly understanding the human impact of what is happening at work and home while practicing great discernment on what makes the most practical and feasible sense to best support an organization’s "new normal."   

How will you choose to lead and serve your clients during these times?