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“We wouldn’t be here without our amazing clients” is a sentiment that, while true, makes us cringe—it’s the definition of a cliché and lacks real depth.
Compensation may be the fuel that keeps us going, but for me, the true treasure lies in the connections I’ve built and the invaluable lessons I’ve learned along the way.
This Thanksgiving, I want to share six of the most meaningful lessons that have shaped me and my business—ones I’m profoundly thankful for.
Lead With Empathy and Let It Be Your Guide
On a freezing Chicago winter day, Bruno walked in, slammed his computer on the counter, and demanded a refund for repairs we had completed weeks earlier.
Instead of defending myself, I offered him a cup of coffee and asked him to share what was wrong. What started as frustration over missing files turned into a conversation about his mother’s failing health and a recent breakup.
I told him, “I can’t fix everything, but when it comes to your tech, I’ve got your back. And for the rest, I’m always here to listen.” That small act of empathy turned a tense moment into a lasting relationship.
Bruno remained a client for years, teaching me early on that everyone has struggles—and sometimes, what we need most is empathy and understanding.
Listen Deeply and Ask Questions Before Taking Action
Anthony’s Outlook kept crashing because he had over 6,000 contacts. My first instinct was to suggest moving his contacts to a CRM—a logical solution from a technical perspective, but not one that worked for him.
Instead of pushing a new tool, I slowed down and let him walk me through his system. Over the years, he had built a workflow in Outlook that worked for him; he just needed help addressing a few gaps.
While a CRM might have been my choice, it wasn’t the right fit for Anthony. By taking the time to understand his needs and not jumping to quick fixes, I crafted a solution 15 years ago that still serves him well today.
Communicate Promptly and in Simple Words
Jason relied on our team to support his business for over 15 years. When he decided to shut it down and join another company, he asked for a detailed document outlining his technology setup—his computer, email, office network, and more—all of which would transition to the new company’s IT team.
I quickly drafted a 5+ page document covering everything, but as I reread it, I realized it was far too technical. If Jason had sent me something similar about his work, I’d feel as lost as if someone handed me instructions for brain surgery! So, I asked myself, “If this were about brain surgery, how much of it would I understand?”
That perspective helped me simplify the document—trimming it to two pages, replacing jargon with clear terms like “storage” instead of “gigabytes,” and using analogies like describing a firewall as the doorman of a condo building.
The result? Jason found it easy to follow, and when the co-CEO at his new firm received a copy, he was equally impressed. In fact, the simplicity and clarity of this communication led to us taking over IT services at his new company.
Unclear Expectations Can Cost More Than You Think
In the very early days of Chat Tech, I hired Liz as an office administrator. She was everything I could have hoped for—detail-oriented, prompt, and an excellent communicator. I felt incredibly fortunate to have her on my team.
But one day, she asked to meet with me and shared that she was moving on to another opportunity. It was a devastating blow—I had envisioned her as one of the key pillars of our future.
Determined to understand where I went wrong, I sat down with her to learn what I could have done differently. Her response wasn’t what I expected: “Burak, you often tell me I’m the backbone of this business, but I don’t know what that means.”
Her words hit me hard. I realized I hadn’t clearly defined her role or what success looked like for her. Without that clarity, I couldn’t provide her with the direction or recognition she needed to thrive.
That conversation taught me a lesson I carry to this day: when clarity is lacking, confusion inevitably takes its place.
Respect & Value Time: Yours, Theirs, and Everyone’s
Time is the most valuable—yet often the most underrated—asset we have. I’m a fan of anything that saves a few precious minutes, whether it’s using self-scheduling tools like Calendly or apps like TextExpander that instantly insert large blocks of text with just a keyword. Those small time-savers really add up.
But the bigger challenge lies in how we often undervalue our time in the most critical areas—spending hours on tasks we should delegate or trying to meet the needs of clients who don’t align with us.
Be present when you need to be, and step away when you should. This mindset applies to everything, from keeping client meetings focused and essential to trusting your team to take over when they can.
Beyond saving time, this approach fosters respect, care, and empathy—not just for those around you, but for yourself as well.
Go Beyond Expectations to Unlock True Value
While we, the IT folks, bond over this phenomenon, it recently reminded me of an important truth: providing value goes far beyond making sure “everything works.”
If we’re not actively helping our clients transform their businesses, we’re simply delivering the basics—and that’s not enough to stand out.
Real value comes from focusing on your ideal clients and understanding their pain points, even when everything seems fine. It’s about anticipating needs, solving challenges, and delivering meaningful impact.
From intake to project delivery, break down your process and identify areas for improvement. And don’t hesitate to ask your clients where you could do more—they often hold the biggest insights but won’t share unless invited to.
Staying focused on providing value takes ongoing effort, energy, and investment, but the payoff is undeniable—deeper relationships, stronger loyalty, and high-quality referrals from the clients who matter most.
Happy Thanksgiving! |
