Caring and putting Clients First is something we encourage, nurture, and protect every day. Every conversation with a client is about his or her specific needs. One of my favorite openings is, “Tell me about your situation.” I have had clients remark that I was the first person to show concern. Can you imagine? I was the first person to ask about them. We ask, and then we ask some more. Some people are open books, and some folks are like onions, with layer after layer that needs to be peeled away. Often, people are dealing with emotional issues, family problems, embarrassment, or despair. Some clients’ walls or shields are penetrated only when they realize you care. Caring promotes sharing, and only when we understand their situations are we able to best serve their interests.
Every day we tell our clients that we care, but we seldom say it outright. We demonstrate it with our actions and by how we deal with questions and issues. We tell them that we have a two word mission statement and that it is Clients First. When they have a decision to make, we remind them that all we care about is what is best for them. Clients often ask for our opinions or input, and when we offer it, we always put it in the context of what we think is the best decision for them. We make their goals our goals, and we do everything possible to achieve those goals. That is our job.