Empathy is a key element of emotional intelligence – the connection between self and others. We’re all seeing the power of empathy in dramatic ways during the COVID-19 crisis; from the heartfelt appreciation for health care workers, to the celebration of sanitation crews and delivery drivers.  While we undoubtedly see empathy’s impact, many still believe it’s something you either do or do not “have,” or don’t think of empathy as an action.  I would like to challenge that belief, and encourage all of us to be better leaders by putting empathy into action.

When Mahatma Gandhi returned to India in 1915, he was a pinstriped barrister with a high-stiff collar. But in order to lead his nation to independence, he knew he’d need the support and trust of the population living in poverty. So Gandhi put empathy into action, and began to dress, live and eat like the poor. It gave him a greater understanding of the lives and experiences of the poor of his country, and also helped him develop an extremely loyal and engaged following.

Leaders of modern organizations often operate on a different level than most of their people: their office is in a different location, they eat lunch with different people, they socialize in different circles. To be an effective leader, one must understand the entire organization, and a powerful way to do this is to prioritize empathy through your actions. Here are a couple of ideas to help you practice empathy in the workplace, as we all continue adjusting to this new “normal” life:

• Attend meetings and lunches that you may not have to attend with employee groups you don’t typically interact with – set a calendar reminder, or ask a colleague to help keep you accountable, to make this happen.
• Make an effort to reach out to every part of the organization and understand what folks do, even if it’s not crucial to your tasks that day.
• Consider who you do not know well or at all, and make an effort to engage those employees. No one is exempt from this – including the contractors who may support your organization, such as couriers, cleaning crews, etc.
• Keep a stack of cards at your desk – for any occasion – to sign with a personal note. These could express sympathy, congratulations, or a simple gesture of thanks that might otherwise go unsaid.

As you deploy these and other similar actions you will not only understand your organization better, but you will also foster the loyalty and engagement necessary to succeed.  And best of all, your life will be enriched by the variety of relationships you will build in the process.

For those of us in the professional services industry, clients are our bread and butter. We are constantly looking for ways to provide top-notch, memorable service to our current clients, while looking for new clients that will allow us to grow our business. It’s easy to say that good business attracts more business, but how do you make sure your current clients are not only well taken care of, but eager to recommend you to others? Go the extra mile. Consider the following:

Be Valuable
Always be mindful of putting yourself in your client’s shoes. How can you make their job easier? Take some time to visualize their businesses’ goals and landscape from their perspective. Doing so will allow you to elevate your client by providing valuable insights and strategies you know would make them successful – whether internally with their leadership team – or externally with key stakeholders.

Be Proactive
With your newfound perspective on what your client could do to achieve greater success, don’t waste time in making suggestions. Don’t wait for that weekly call or meeting – let them know you’re always trying to stay a step ahead and keep them ahead of the competition. If you see or hear about something that could be valuable to your client, share it with them quickly.

Be Responsive
Speaking of speed, remember that you work for the client, not yourself. It sounds basic, but responding to their calls and emails in a timely fashion can go a long way. Technology has allowed us to stay in contact in more ways than ever before (for better or worse), and the last thing you want your client to do is feel like you’ve put them on the back burner. Even if you don’t have the answer they are looking for immediately, acknowledge receipt of their message and let them know you are looking into it. A client always wants to be reminded that they are front and center in your mind.

Be Thoughtful
Clients appreciate having more than a working relationship, and if you’re in the business of client services, you should be interested in taking the time to get to know your clients as individuals, even if only for the fact that it makes for good business. Make note of their birthdays, hobbies, and families. Take these insights and apply them during your client interactions by asking about their recent vacation or business trip, or how their mother is doing. Send them a note on their birthday, or take them to lunch at their favorite restaurant. I’ve found that the smallest gesture – a quick, thoughtful email, or the offering of a free ticket to an event you know they’d enjoy – can make a big impression.

Maya Angelou famously said that someone may not remember what you said or did, but they will remember how you made them feel. The same philosophy applies to client services. You will never regret going above and beyond to provide a good client experience that creates a long-standing, trusted relationship.

On Monday, July 22, the NP Strategy team held its inaugural Volunteer Day at Harvest Hope Food Bank in Columbia. The 14-person team, covering both Carolinas, filled over 300 mobile food pantry boxes in under two hours. The shelf-stable boxes will be distributed to individuals and families in need throughout Harvest Hopes’ service areas in South Carolina.

The perfect job can be described as the combination of your passion with your potential. Throughout my career, I’ve been fortunate enough to work with interesting and inspiring people and experience once-in-a-lifetime opportunities along the way. Above it all, though, I am most proud of the work that aligned with my values and groups I passionately support.

Since 2011, I’ve partnered with an incredible group of women at Winthrop University through the John C. West Forum on Politics and Policy and NEW Leadership.  It has put me in the position to speak to and mentor college-aged women interested in public service. Since 2015, I have planned the ‘Columbia day’ for the 25-30 women looking to embark on their journey into public service and politics.

In June of 2015, only two weeks back from maternity leave, I awoke in the early hours of the morning not to infant cries, but to phone calls and texts bringing horrific news from Charleston. I worked for Congressman Jim Clyburn at the time, and immediately began the drive down to Charleston where we spent the next few days reeling from the Mother Emanuel massacre. 18 months later, I assisted with the development of a non-profit to encourage dialogue and civility rather than divisiveness and negativity. Without question, I jumped at the chance to honor the victims and survivors while providing a platform to make our community a better place through solution-based conversations. That year, the Charleston Forum was born.

These two examples, while different, both provided an amazing outlet to match my professional skillset with my personal passions. Finding your passion in work isn’t just about tolerating the day-to-day grind, it’s about maximizing your impact in the lives of your clients and customers, their passions, and your shared community. I’ve been fortunate to work with a group of communicators at NPS who’ve arrived at their jobs because of a similar desire to make connections and help others succeed.

The hard part, of course, is finding that magic combination of passion and profession. It’s a mixture some will be fortunate enough to nail early on, while others will march through a series of jobs, narrowing their search by learning what they are not passionate about. Consider increasing your community relations time commitment, or – if you’re in a leadership position – an internal engagement campaign to find out where your team’s true passions lie. Serve on boards, join leadership groups or talk to people from different generations.

I have always said you can’t complain about politics if you don’t vote, and I believe the same theory applies here. Don’t just get upset that women aren’t being treated the same as men in the workplace – work with women to help them understand their true potential. Don’t just hope inequities will go away – do something to help find solutions to some of our communities biggest problems. It can be a difficult process, but the adage about loving your job and ‘never working a day in your life’ is true – and worth the investment.

Amanda Loveday,  Associate Director of NP Strategy, has a passion for meeting new people and building relationships. It is what has made her a powerhouse in politics and communications. A decade of experience taught her the importance of getting to know the community and how to interact with people, especially those with different personalities and backgrounds. Get in touch with Amanda at (803) 540-2190 or amanda@npstrat.com.