Reflecting Back: January's Unexpected Twists and What They Taught Me About Heart (and Healing) in Business
It's common sense to pair excellence with empathy— or is it?
True care isn't just the fix—it's the warmth that makes a difference. Like a bouquet during winter recoveries, heart makes healing (and businesses) feel whole.
Sitting here in early February, 80° temps, koozie wrapped soda on my desk, 120 lb. rescue pup at my feet, wondering where the last few weeks went. Are you feeling a disconnect and loss of time too?
An Unexpected Journey Through Surgeries and Storms
With the days finally stretching a little longer, and I'm catching my breath to share what January really looked like. That big winter storm hit East Texas hard, ice everywhere, trees cracking, roads like skating rinks, power outages. Mom in my guest bedroom recovering from a “dance with a door” in December. She was anemic from an undiagnosed bleeding ulcer and fell and shattered her leg just above her ankle, and we shifted into hospital mode: initial leg stabilization surgery, ulcer surgery, recovery, second leg repair surgery, the whole whirlwind.
Through the stress and chaos, her gastroenterologist was wonderful both in the operating room and out. Her orthopedic surgeon was exceptional at the technical side—however, his bedside manner was non-existent. The procedure was smooth, the fixes solid, and she's healing strong (already plotting her return to the garden!). We're so grateful for his expertise, but the added stresses? No bueno.
The experience highlighted how top-tier skill shines even brighter with a dose of warmth. The orthopedic surgeon was direct, efficient, and spot-on with the plan, but conversations were brief and matter-of-fact—he answered our questions, but if we didn’t do the research, the solutions provided might not have happened. In those tense moments, a bit more reassurance or checking in on how Mom was feeling (or some compassion when our transport couldn’t pick us up due to the ice storm and impassable roads that shut the entire area down) would've made a huge difference. It's not a knock—he did his job exceptionally well—it's a reminder that expertise + genuine connection creates the full healing experience.
The Real Game-Changer for Your Business: Empathy Turns One-Offs into Loyal Partnerships
What turns one-off projects (or clients) into long-term, loyal partnerships—rather than just quick emergency fixes?
It's the same powerful combo—technical excellence + genuine caring connection.
Healthcare pros sometimes get a pass on bedside manner because the skill literally saves lives, but for a small business, poor communication can erode trust fast—even if their offerings are exactly what the doctor ordered.
When you deliver top-tier results and make clients feel truly heard, understood, and supported—through deep listening, proactive check-ins, kind over-communication, and empathy during their bumps—your small business offerings don't just "work." They resonate emotionally, build unbreakable trust, and stick.
The result?
Clients stay around longer (higher retention, lower churn).
They become raving fans who refer others (organic growth at low/no acquisition cost).
Lifetime value skyrockets as they expand services, buy more, and pay premiums for the relationship.
Your business scales sustainably. Fewer fires to put out, more predictable revenue, less burnout.
Empathy differentiates you in an AI-flooded world of generic tactics, making your offers land deeper and convert better because they feel personal, not transactional. It's not fluffy—it's smart, measurable business.
Practical Takeaways I'm Doubling Down on This February
Listen first and deeply: In calls or strategy sessions, I dig into what the business really needs—your story, your challenges, your vision—so the plan feels custom, not cookie-cutter.
Over-communicate with kindness: Progress updates, quick wins shared, a thoughtful note saying "Here's why this tweak will drive real results for you"—these show I care about your wins as much as the metrics.
Add warmth without losing edge: A genuine "How's this working for you?" or "This reminds me of your brand's heart" or “what can I do to help make this easier?” turns strategy sessions into trusted collaborations. Just like in healing, it makes the "fix" (the marketing results) land deeper.
Prep for the chaos (marketing storms included): January's ice taught me to stock the essentials early—think buffer timelines, a backlog of ready-to-go content/ideas, proactive client touchpoints during bumps, and clear contingency chats ("If life throws a curveball, here's our backup plan"). It's empathy in action: anticipate disruptions so your business (and your clients') keep moving forward smoothly, no matter the weather—literal or figurative.
Recommitting to Heart in Every Relationship
Mom's on the mend, we're all a little wiser from January's twists, and I'm recommitting to leading with more heart in every client relationship. Healing—whether bodies, businesses, or trust—happens best when skill meets soul.
What's one way you've seen (or given) that extra layer of care make a difference in business lately?
Share it in the comments—I read every one and love your stories!
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If you're feeling the spark, try this quick exercise:
Jot down one way to add more "heart" to your own marketing this week (a personal email touch, a client check-in, whatever feels right).
Share if you want—I'd love to cheer you on.