Welch Hornsby’s Commitment to Client Experience

Think back to a time when you experienced exceptional customer service. Maybe it was at a local restaurant, in the check-out line at the grocery store or on the phone with your cable and internet provider.

For myself, it was during a recent dinner with my wife and close friends at a Mexican restaurant. The food was acceptable, but nothing noteworthy. What I do recall, however, is the excellent service our waitress offered. I remember her name as well as her friendliness, attentiveness and overall commitment to making sure our interaction with her was memorable.

Regardless of the situation, there are usually a few key things that turn what otherwise would be a simple transaction into a quality experience. At Welch Hornsby, our uncompromising commitment to serving our clients’ interests revolve around three central traits: empathy, authenticity and maintaining a judgement-free zone.

Empathy

At its core, empathy is the moment between two individuals who are seeking to better understand one another. There is a lot of conversation about empathy lately, and for good reason. As New York Times best-selling author Brené Brown says: “Empathy has no script. There is no right way or wrong way to do it. It’s simply listening, holding space, withholding judgment, emotionally connecting, and communicating that incredibly healing message of ‘You’re not alone.’”

People, even in the smallest transaction, are seeking a human connection – someone to listen to their goals, to understand where they are coming from, and to come alongside them in those efforts.

Authenticity

As consumers, we have seemingly infinite options for goods and services. Very few businesses offer something that is truly unique. From restaurants to pest control and even among financial services companies, it can be hard to differentiate products or services. As a result, oftentimes, consumers patronize a business, not just because of what they do, but because of who they are and their authenticity.

Authenticity is relatively easy to spot if you are looking for it. Those who take the opportunity to stay true to themselves– whether in a personal or professional context— offer a level of vulnerability that attracts others to do the same.

Judgement-Free Zone

I have a lot of televisions in my house – and I mean a lot. So many that a young man representing my cable provider asked me once if I was running a bed and breakfast. It was funny and innocent. I laughed at myself. To his credit he was simply hypothesizing and not asking me why in the world I needed so many televisions! It would have been a fair question. But judgmental.

We are hard enough on ourselves. We don’t need that from our peers or our service providers. Approaching an interaction openly and seeking to be informed by the unique insights of that individual is a powerful way to expand one’s way of thinking.

At Welch Hornsby, we talk a lot about empathy, authenticity and judgement-free zones. We try to listen more than we speak. We attempt to be true to ourselves. We appreciate new and different perspectives without passing judgement. These traits guide our interactions with our clients and one another, but also carry over into the circles and tribes within which we move and live.

We have experienced the value of these traits first-hand, driving us to apply the same focus on empathy, authenticity and judgement free-zones in on our client experience so that each interaction is more productive and fulfilling than the last.

The information and data contained herein has been obtained from sources believed to be reliable, but is in no way guaranteed by Welch Hornsby as to its accuracy. Opinions and projections are as of the date of their first inclusion herein and are subject to change without notice to the reader. As with any analysis of economic and market data, it is important to remember that past performance is no guarantee of future results.

The information and data contained herein has been obtained from sources believed to be reliable, but is in no way guaranteed by Welch Hornsby as to its accuracy. Opinions and projections are as of the date of their first inclusion herein and are subject to change without notice to the reader. As with any analysis of economic and market data, it is important to remember that past performance is no guarantee of future results.