Valentine's Day, traditionally dedicated to expressing love and affection, often sees us scrambling on that special day to show appreciation for those in our lives. But why limit this sentiment to just one day? And why limit it to just our personal lives? Consistent consideration and empathy can forge stronger, more meaningful connections in both our personal and professional spheres. This article explores the profound impact of empathy and making every day a chance to show we care.

Several years ago, I was preparing for a keynote speech at a manager's meeting for a utility company deep in the heart of Texas. Ahead of the event, we had a prep call to align my presentation with their goals. The CEO chimed in during the call, saying, "Scott, our managers lead teams across diverse roles, from internal ops to customer service and field support. It's crucial that your talk emphasizes customer service."

Now, this caught me off guard. My presentation focused on leadership, and though I planned to weave in customer service elements, the CEO's emphasis on this aspect was unexpected, especially for a leadership presentation. I knew that this utility company owned its footprint or service area — meaning they had no competition.

Knowing this, I asked him, "Without competition in your service area, why is there a strong focus on customer service?" His response was music to my ears. "Because treating people well is the right thing to do…all the time. Not just when you're facing competition." Bingo!

For this CEO and his organization, it wasn't just about customer service; it was about empathy, making every interaction count, and treating every day as if it were Valentine's........

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