Written by: Vickie Sullivan | August 25, 2022
What Getting Covid Taught Me
As I reported before, I got Covid earlier this year and had to cancel a trip I really wanted to take. In the throes of that disappointment, I experienced important emotional lessons behind that disappointment that apply to how I communicate with clients.
If you have a good relationship with your clients, there will be times when they will confide in you and share bad news or challenges. Here’s what I’ve learned from being in that position.
• You don’t know the impact of a kind word until you need it. Yes, it’s a cliché but what a few friends told me was the best medicine. What I’ve learned: We’re in the encouragement business. Our clients are going to have a bumpy ride implementing our suggestions. What we say in those vulnerable times means a lot and can cement our relationship with them.
• Circumstances show who you are. I was mortified at the thought that I could have spread Covid to others. Why? Because I’m the “responsible one.” What I realized: intent matters. If I knew I was sick, I would have isolated. When we talk to clients about their bad news, address the intent behind the situation. Many folks blame themselves; we are in the position to ask, “Is this an honest mistake or a deliberate attempt to injure?”
The client’s journey isn’t the success-only route. How we help them during their most vulnerable times is just as valuable as the outcomes we promise.
Listen: 2 Things Clients Want to Know When Bad News Strikes
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