How Emotional Intelligence Impacts Our Client Interactions
Experiences For Mankind recently introduced the new guiding philosophy, “It’s Powerful to Be Human.” We acknowledge and embrace the power of humanity. Today’s evolving technology, such as AI, is only instruments — true vision and narrative come from us. This people-first approach guides everything we do, including our interactions with clients.
As a part of the Client Experience team, I recognize how seriously we take one particular human element: emotions. We constantly ask ourselves questions: Are our clients happy? Is our team overwhelmed? How can I support our team better? Why am I feeling frustrated? This ability to understand and manage emotions is called Emotional Intelligence, and it’s an important aspect of our work. It comprises the human qualities that shape how we connect with others.
Emotional Intelligence is defined by five key attributes: Self-Awareness, Motivation, Empathy, Self-Regulation, and Social Skills. Here is a closer look at how we might apply them to enhance our client interactions.
1. Self-Awareness
Self-awareness is all about knowing our strengths and weaknesses and understanding how our emotions impact our interactions with others and our performance. When we’re aware of our biases and emotions, we can approach each client with an open mind. Sometimes, a client might give us unexpected feedback, and our first reaction could be to disagree instantly, without realizing that our emotions are influencing us.
Instead, we take a moment to talk it out with our team and let out our feelings. Once we recognize how we feel, we then challenge ourselves to understand why they shared this feedback and what they want to ultimately achieve. Often times, we discover that their point is valid and that the feedback was simpler than we initially thought — we just needed to dig deeper to fully digest it.
2. Motivation
At our core, we believe in genuine motivation. It’s about taking our client’s goals to heart and working as if they were our own. We’re not just doing things because we’re told to.
True success for us is when both our clients and our team are genuinely happy and proud of the work we’ve done. To achieve this, we actively look for solutions, go above and beyond, and always seek ways to get even better. It’s about caring deeply and putting in that extra effort to make things truly great.
3. Empathy
EFM has five core values, and one of them is “Empathy.” It is the ability to put ourselves in someone else’s shoes, accepting differences and seeing things from their perspectives. I truly believe it’s one of the most valuable qualities we can have. What does that mean in action? It means we actively listen to our clients. We ask meaningful questions, nurturing our curiosity about their needs and goals. We celebrate the power of diverse opinions.
It’s important to always wonder, “if I were on the client’s side, what would I want from my agency?” This mindset encourages us to go the extra mile for our clients. For instance, we might send additional notes along with the deliverables so our client has more context when presenting the work to their leadership. Sharing detailed next steps helps the client plan their internal review meetings in advance, saving them time and effort. Empathy is not about doing extra work just to please our clients. It’s about understanding their perspectives and filling the need to build a deeper relationship.
4. Self-Regulation
Self-regulation is all about being aware of how we show our emotions and understanding their impact on others. Maintaining composure, even in stressful situations, is particularly essential for the client-facing roles. Even if we know we need to think before we act, it’s not always easy to keep our emotions in check.
For me, the best approach to managing my emotions is to take a pause. Whenever I feel like writing an email fueled by emotions, I give myself some time. I let the email sit for a few hours, or even overnight, and then return to it with a fresh mind. Almost always, this simple step helps me find better solutions. It’s amazing how a little break can make a big difference.
5. Social Skills
Social skills play a crucial role in creating meaningful relationships. We start by being active listeners, understanding both spoken and unspoken cues. When expressing ourselves, we believe in being open, honest, and transparent with our clients. Providing regular updates and setting realistic expectations are great examples.
Conflicts may arise, but we handle them with care and grace. Our goal is to find resolutions that work for everyone. It’s essential for us to create an atmosphere where clients feel heard, understood, and valued.
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In today’s business landscape, it’s only natural to explore the benefits of technology to boost efficiency and effectiveness. While technology can enhance the quality of our relationships, it can never replace human connection, the foundation of humanity.
