What My Mom Taught Me About Client Services

It Started With a Package That Went Missing…

My mom ordered a scarf. Nothing fancy. Just a warm, woolen one from a small online store she found by accident. A week passed. No package. Two weeks? Still nothing. She wasn’t furious—yet. Just disappointed. But then something happened that turned a potentially negative experience into one of her all-time favorite stories about customer service.

Kindness First: The Unexpected Email

When she emailed them to ask about her order, she didn’t expect much. Maybe a robotic “we’re sorry for the inconvenience” or, worse, total silence. Instead, she got something different.

“Hi Dorothy, thank you so much for your order and your patience. We’re really sorry about the delay—this one’s on us. We’ve just shipped a new scarf your way, and if the first one ever shows up, keep it. You deserve both. Let’s hope both scarves don’t arrive on the same day or you’ll have to start a trend.”

It wasn’t just what they said. It was how they said it. They used her name. They acknowledged the mistake. And they sounded… human.

Speed Over Script: The Response Time That Won Trust

Here’s the thing: they replied within one hour.

That’s it. That’s all it took. An hour to stop frustration from growing into resentment. My mom told me that if they had waited another day, she would’ve already been on Google writing a “meh” review.

Responsiveness doesn’t just solve problems—it prevents them.

Real People > Automated Replies

Ever gotten a reply that sounds like a robot trying to imitate a human trying to imitate a robot? Yeah, same.

What set this company apart was the feeling that an actual person took the time to type out that message. There was warmth, intention, and even a tiny joke at the end:

“Let’s hope both scarves don’t arrive on the same day or we’ll have to start a trend.”

That small touch made my mom smile. That smile became loyalty.

Understanding Needs, Not Just Solving Problems

They didn’t just answer her question. They looked at the situation and thought: “What would we want in this moment?” That’s empathy in action. They anticipated the emotional need—reassurance, respect, and recognition—and delivered it without being asked.

This is where so many brands miss the mark. They fix the logistics but forget the person behind the problem.

Consistency Builds Comfort

Here’s what happened next: she ordered again. And again.

Each time when she was contacting with them? Same tone. Same fast response. Same kindness.

No overpromising. No fake smiles. Just real people showing up in the same, calm, helpful way. That’s when I learned: consistency creates comfort. When you know what to expect from someone, you start to trust them deeply.

The Comfort of Feeling Heard

Ever notice how rare it is to feel truly listened to?

My mom told me she felt like they heard her. Not just the tracking number, but the feeling behind her message: “I was excited. Now I’m worried. Can someone please care about that?”

And they did. That changed everything.

What My Mom Said That Stuck With Me

After telling me this story, she looked at me and said:

“If a business can make you feel like a friend, not a bother – that’s gold.”

I’ve never forgotten that. And now, every time I write to a client or pick up the phone, I try to make them feel exactly that: like a friend, never a bother.

Turning Bad Days into Lifelong Loyalty

Mistakes happen. But what you do next? That’s the real moment of truth.

That store turned one lost scarf into a customer for life. They didn’t argue, deflect, or hide. They owned it, and went one step further to make it right.

What does that do? It doesn’t just fix the moment. It builds something stronger than a perfect experience: loyalty born from recovery.

The Golden Rule of Client Services

Treat people how you want to be treated.

It’s so obvious, it sounds cliché. But it works. My mom wasn’t treated like a complaint ticket – she was treated like a person whose day mattered.

That’s the golden rule in action. Simple. Human. Powerful.

From Transactional to Relational

Too many businesses operate like vending machines. You put money in, get a product out, and move on. But the best ones? They build relationships.

This little scarf store? They built a relationship with my mom. And through her story—now with me.

Applying This at Work – My Daily Checklist

Since hearing her story, I started using a simple checklist before sending a single email or message to a client:

• Is my tone warm and real?
• Did I reply quickly?
• Am I solving the problem and seeing the person?
• Would I be happy getting this response?

It’s not rocket science. It’s just care. But care is rare—and that makes it magic.

Customer Service in the Age of AI

AI is fast. It’s smart. But you know what it’s not? Human.

As more companies lean into automation, the few that stay authentically human will stand out even more. Use AI to assist – but let people connect.

Your clients aren’t data. They’re stories. Just like my mom’s.

One Story, A Thousand Clients

One simple, kind act rippled far.

My mom’s story reached me. Now I share it with colleagues, in training, on calls. And now? It’s reaching you.

Because when you treat every client like your only one, something beautiful happens: they remember you. And they tell others.

Wrapping It All Up

What did I learn from my mom’s scarf story?

That true client service is about warmth, speed, consistency, and heart. That no matter how digital things get, people still crave one thing: to be treated like they matter.

So next time you’re writing that message, answering that call, or solving that ticket, ask yourself:

“Am I making this person feel like a friend – or like a bother?”

The answer to that question might just shape your brand forever.