When someone steps into your office—whether it’s a client, an employee, or a potential partner—how they feel in those first moments can make or break their experience with you. It’s not just about the service you provide or the meeting you’ve scheduled; it’s about making sure every single person who walks through your door feels seen, heard, and genuinely helped.
Let me share two very different experiences I had in famous perfumery shops in Amsterdam.
In the first, I walked into the store and looked around for help, waiting for over 15 minutes. From the moment I stepped in, there was no contact from the staff. I was left to browse aimlessly and eventually had to open a drawer myself to get what I needed, hoping it was okay. When I needed assistance while testing makeup, I politely asked, “Sorry to bother you, could I please have a wipe?” The employee, without even looking me in the eyes or saying something simple like, “Of course, here you go,” handed me a dry wipe. Not much help if you’re trying to remove good-quality makeup. I went to the counter, paid for what I needed, and walked out feeling completely unseen, unheard, and definitely not helped.
Now, compare that to an experience I had in another perfumery shortly after my dog passed away. My mother had taken me to the city to cheer me up, and from the moment we walked in, a lady smiled and said, “Welcome, let me know if you need any help!” Shortly after, another employee approached and helped me test some perfumes. My mother shared why we were there, mentioning how I had just tragically lost my dog and how she tried to cheer me up. Without hesitation, the lady said, “Oh no, sit down here, I will pamper you today.” She gave me a hand massage, asked questions about my dog, and genuinely cheered me up. I ended up buying more than I initially intended, simply because I felt so seen, heard, and cared for. That experience stuck with me.
Now, every time I pass that store, I associate it with that positive moment, and I’ve become a loyal customer. I only return to the other store because they have a monopoly on a particular brand I like, but otherwise, I avoid it.
This is the difference between making people feel seen, heard, and helped. One experience left me feeling like just another customer, while the other left me feeling valued—and that difference directly affects customer loyalty.
I will explain The Power of Making People Feel Seen, Heard, and Helped
1. Making People Feel Seen: The Power of Recognition
It all starts with seeing people for who they are. Not just as another name on your calendar or a face in a meeting, but as real individuals with their own needs and feelings.
- Personal, Not Transactional: Greet people by name, look them in the eye, and show them you’re truly present. That one-on-one connection says, “You matter here.”
- Noticing the Small Things: Pay attention to more than just their words. Are they nervous? Do they look excited? Small details help you understand how to approach the interaction and make people feel truly recognized.
- Creating a Welcoming Environment: Your space should say, “We see you.” Whether it’s the office design or your team’s energy, everything should make everyone feel comfortable.
- Genuinely Asking 'How Are You?': We often ask "How are you?" so casually that we don’t expect an answer. But what if we meant it? Take a moment to look people in the eye and truly ask. And when you see them again later, follow up if it’s applicable. This small act shows you genuinely care.
2. The Art of Listening: Making People Feel Heard
Everyone wants to feel heard—it’s a basic human need. But active listening means more than just waiting for your turn to speak; it’s about really tuning in to understand what’s being said.
- Listen Without Interruptions: Give them your full attention. Let them finish their thoughts without cutting in. Sometimes, all it takes is letting someone express themselves without feeling rushed.
- Engage and Respond: After listening, respond thoughtfully. It shows you were paying attention and that their words matter. It’s about engaging deeply, not just ticking off boxes.
- Fostering Openness: Create a space where people feel comfortable sharing their thoughts, knowing they’ll be valued.
3. Offering Real Help: Going Beyond the Surface
Once someone feels seen and heard, the next step is to ensure they feel genuinely helped. People want to know they can rely on you for real support, not just surface-level solutions.
- Personalized Help: Don’t offer generic advice and assume you understand what they need. Make sure you understand their need and then tailor it specifically to their need.
- Following Through: After providing help, follow up. Make sure their issue or question was resolved, showing you’re truly invested in their success.
- Proactive Support: Anticipate needs before they’re mentioned. Check in with your employees before deadlines or offer assistance they hadn’t thought of yet. This shows a deeper level of care.
4. Why This Approach Transforms Your Business
Making people feel seen, heard, and helped is more than just a nice gesture—it’s a strategy that drives success. When people feel valued, they’re more likely to:
- Build Stronger Connections: When people feel valued, they build trust and loyalty with you, leading to stronger, lasting relationships.
- Be More Engaged: Employees who feel appreciated and understood are more motivated, and this increases productivity and morale, which ultimately improves your business.
- Come Back and Spread the Word: When clients and employees feel cared for, they’ll return and recommend you to others. Word-of-mouth is powerful when it’s backed by a positive experience. Your staff will also feel proud to recommend your workplace, and customers will rave about their experience.
Conclusion:
At the end of the day, people just want to feel valued. When you make it a priority to ensure that everyone who walks through your door feels seen, heard, and helped, you’re creating an environment where people want to stay, grow, and succeed. And that’s what will set your business apart.
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