The power of empathy in client services: How understanding drives stronger bonds and better results

Empathy is a cornerstone of healthy relationships and successful teamwork. It’s the ability to understand and share the feelings of others, a skill that goes beyond surface-level interactions.

We’ve always fostered an empathetic culture. Empathy is actually one of our core values, and honestly, I think it’s one of the most important ones. That doesn’t mean we’re perfect, let’s be real, sometimes the pressure of a deadline pushes us into a “we just need to get it done!” mindset.

Empathy isn’t just about being kind, it’s about really trying to see things from someone else’s perspective. The combination of empathy and rigour, understanding others deeply whilst maintaining high standards can be transformative.

Relationships are strengthened

Empathy turns colleagues and clients into allies. By understanding their challenges and motivations, you create deeper and more authentic connections. Relationships based on empathy are rooted in mutual respect and trust.

To give a common example, when faced with the task of reviewing a new contract or drafting a proposal, some of us prefer to sit with a colleague and work through the details together, while others choose to focus independently. We recognise and respect these different working styles, so we make an effort to accommodate them and make each task as enjoyable and efficient as possible.

Conflicts are resolved

Disagreements are inevitable, but empathy can diffuse tension. When you pause to understand the “why” behind someone’s actions, solutions are often uncovered more naturally. This perspective makes it easier to navigate difficult conversations.

Creativity is enhanced

By valuing different perspectives, teams generate ideas and solutions collaboratively. Empathy fuels creativity by encouraging everyone to share their voice.

Resilience is built

In challenging times, a culture of empathy becomes key. Supporting one another builds a team’s collective strength, motivating individuals to persevere and grow together.

“In my role as Head of Client Services, I see myself as a bridge between our business and our clients’ goals. I’m often the one advocating for the client’s perspective internally – helping our team understand not just what the client is asking for, but why.

Empathy is a critical part of that process. It allows me to tune into the pressures, ambitions, and realities that our clients face, and translate those into actions that resonate with our team. When projects hit roadblocks or we’re navigating tight timelines, empathy is often what helps us reframe the challenge and go that extra mile.

It’s not just about being understanding; it’s about aligning purposefully with our clients so we can achieve outcomes that feel meaningful to everyone involved.”

Michelle, Head of Client Services

The delicate balance of empathy and rigour

I believe empathy is most effective when combined with rigour, holding yourself and others accountable while maintaining understanding. Too much empathy without structure can lead to complacency, whilst rigour without empathy can create unnecessary friction.

Striking the balance is key to building strong relationships and achieving meaningful outcomes.

Empathy builds trust, and rigour ensures results.

Empathy fosters understanding, and rigour drives progress.

Empathy promotes inclusion, and rigour maintains focus.

By nailing this balance, you create an approach that is both compassionate and effective, leading to stronger relationships and more successful projects.

Although empathy is one of our shared values here at Salad, it’s often more than that. It gives us a framework for how we work with our clients, partners and each other. Empathy unlocks how we build relationships, solve problems and support one another, especially under pressure.

For us, it stands for active listening, being aware of others’ pressures and perspectives, flexing our communications to suit different needs. It’s what allows us to understand not just what a client is asking for, but why. It encourages us to respond with care, clarity and purpose.

Keeping empathy front-of-mind across everything you do will inevitably lead to more compassionate and compelling work, which resonates with your audience.

Summary

I believe empathy is more than just a soft skill, it’s a fundamental value that strengthens relationships, fuels creativity and builds resilience. When paired with rigour, empathy becomes a powerful force for success. Whether in the workplace or with personal relationships, balancing understanding with accountability leads to better collaboration, deeper trust and meaningful progress.