Respect differences and radiate sincerity

Everyone wants respect. Our clients want respect, and so do our business associates and fellow networkers. Yet there is a combination of expectations. Everyone wants the same thing, but at the same time, everyone wants different things. Our clients arrive expecting a warm welcome that leaves them feeling happy, safe, and valued. At the same time, they want a personalised service that aligns with their individual needs. They anticipate the personal touch on two levels. First, clients expect to be given respectful attention. They count on being shown courtesy and kindness and envisage that we will treat them equitably and fairly. Second, they hope we will make them feel special by respecting their differences.

It is within us all to act in such ways, but it is not always within us to do it with sincerity. We can all pretend to be friendly and suck up to people to get their business. However, clients will soon see through this pretence; in the longer term, this will not serve us or our business well. The respect we show must be genuine and naturally come from the heart. To be professional, there must be sincerity behind our words and actions and an appreciation of what it is like to stand in our clients’ shoes. This means we must understand the type of service they expect to receive and be ready to deliver it. Clients are confidently reassured when we have a passion for what we do, a strong desire to help, and a genuine interest in them, over and above ourselves or our profits. If clients are to trust us, they must believe we

are acting with feeling. What we express on the outside must match what we feel on the inside if we are to be considered authentic.

We can only give attention and make clients feel special when we genuinely appreciate them for who they are and are concerned with meeting their individual needs. To show respect with sincerity, we must get to know our clients personally. As professionals, we must do this with an open mind and suspend our assumptions about our clients’ expectations. This is important because, to others, the world is not as we see it. It is wrong to assume that our behaviour is universally accepted as the right way to conduct oneself.

Only when we get to know our clients on a much deeper level do we begin to increase our understanding of their situation, feelings, and frame of mind. With this comes insight into their values and the extent to which we have personal or cultural similarities and differences. Consequently, we begin to see our clients as individuals and to acknowledge and accept them as such. The insight we gain increases our ability to understand our clients and recognise their customs and values. This assists in overcoming personal prejudice and biases.

Only when we begin to see things through the eyes of others can we respond with sensitivity and respect and be more aware of what actions are appropriate and those that are likely to offend. The personal discoveries we make through our interactions are significant and serve as an extension of our knowledge and expertise. In seeking to understand, we improve our ability to interact, relate to our clients, and flexibly adapt to their needs. This lessens the chances of any misunderstanding and helps us be more respectful towards our clients, which in turn enhances their respect for us.

Extract from the book Professionalism Matters, Chapter 6– Dignity and Respect. Published by Tantamount. © Dr Cheryl E Whiting, August 2023.