You're faced with a grieving client. How can you navigate a conversation with empathy and support?

Have you encountered a situation where your expertise was challenged not by a challenging project, but by a client's deep grief? I once had a client who was grieving the loss of her friend. Instead of immediately focusing on our project, I took a moment to express my heartfelt condolences and genuinely asked how she was coping. As she shared her feelings and memories, I listened with empathy and offered her the support she needed. We adjusted the project timeline, prioritizing her well-being above any deadlines. Our professional relationship deepened, and she later expressed her gratitude for my empathy and support. This taught me that true professionalism involves genuine compassion and unwavering support always.

You must be fully present; with your heart engaged. Forget the clock and the boxes to tick for these moments of precious engagement with someone who needs your full presence. All else must fade for those few moments, so they FEEL seen, heard, valued, validated. You will impact their day with just a few minutes of heartfelt empathy. The gain of this is priceless, and unforgettable. Never miss an opportunity to comfort another.

Ensure the conversation takes place in a private and comfortable setting, free from distractions. Give the client your full attention. Listen more than you speak. Allow the client to express their feelings without interrupting or rushing them. Acknowledge their grief and express your sympathy. Phrases like “I’m so sorry for your loss” or “I can’t imagine how difficult this must be for you” can be comforting.

Já tive clientes em situações assim, inclusive com perda do esposo. Apoiei dando suporte por um bom período através de mensagens e ligações. Expliquei a importância de seguir a vida e continuar se cuidando pelo bem estar próprio. Hoje a pessoa está muito bem mentalmente e inclusive com mais amor próprio do que antes.

I had a client in the past. He was grieving from swear loss in life. How he lost her mother & his brother in a shorter period of time and had to face so many financial problems running his medical association. He was an aesthetic doctor who was an expert in facial and body improvement procedures. But his partners literally back stabbed him after he was venerable. They filed a case against him using fake clients reports and also ambushed his google website using bot testimonials spitting shit about his procedures. He was losing his mind and needed full support. I did support him with words as well as I started publishing positive testimonials on his website to balance things. With time and efforts, he did gets relief from that trauma.

Creo que todos hemos pasado por una experiencia de duelo, quizas no reciente pero si tal vez en algún momento de nuestra vida. Si la empatía mostrada es genuina, no es difícil ponerse en el lugar del otro, porque es recordar un poco lo vivido de una experiencia nuestra pasada. Eso nos ayuda a validar estos sentimientos de dolor, frustración o impotencia que pueda sentir nuestro cliente y reconocerles que esta bien sentirse de esta manera y que es normal.

Utilizar un tono suave y lenguaje sensible es clave. Evitar cualquier comentario que pueda parecer insensible o inapropiado. Ofrecer palabras de apoyo si son permitidas requiere también de empatía, sensibilidad y una comunicación cuidadosa.

Si el cliente necesita tiempo adicional para completar alguna actividad o tomar decisiones, hay que ser flexible con los plazos y ajustar las expectativas según sea necesario.

Ser humano nesse momento é primordial, a correria do dia a dia e as muitas coisas que fazemos no automático precisam ser pausadas num momento como esse. Todas as respostas anteriores, eu creio que se resumem em 'ser humano'. Respostas como: 'eu sei como é' são indelicadas, nunca saberemos a dor do outro. Ouvir, estar presente e muitas vezes calado por não saber as respostas que o outro precisa, é suficiente em situações difíceis. Mas o mais importante é estar ali de verdade.