The phone rings. Someone on the other end of the line pauses, their voice shaking a little, not sure if anyone will really listen. They are reaching out, possibly after looking up a dozen places on Google and maybe even pacing for half an hour. The time has come to really connect. This is where the idea of specialized client or patient service goes from being a cold business card to being a real thing. When I’ve worked with Zahi Abou Chacra practice, this kind of service isn’t just ticking off boxes; it’s getting your hands dirty and working with the person in front of you.

Listening is always fun. It’s crazy how often that gets missed. People don’t just want to be nodded at; they want to be heard. They don’t want their tale to be more important than the computer screen. There are small hints throughout talks. A sigh, a missed detail, or a silence full of meaning. Seeing those, accepting them, and softly asking the whole tale to come out changes everything. That can involve stopping for a second, even if the clock is ticking, to inquire, “That seems heavy—want to share a little more?” Empathy is not neat. It’s not easy. It makes a much bigger impression than an automatic “Thank you for calling.”

People don’t give enough credit to being on time. Do you ever feel like you’re sending messages into the void when you wait for a callback or email? When you show up and respond quickly, even if it’s only to say, “Hey, I’ve seen your message and will dive deeper and respond soon,” it’s like a handshake. It’s comforting to know that someone is really there with you. People recall small things, like remembering a conversation from the past or picking up on something from last time. They know they matter—what a thought!

Let’s speak about being flexible now. Sometimes clients or patients need items adjusted at the last minute, or their circumstance changes without warning. Someone told me to “bend like bamboo, don’t break like a twig.” People will run away the fastest if you have strict rules and stock answers. Being willing to think outside the box and say, “Let’s figure this out together,” builds trust that no FAQ section or chatbot ever could.

Advocacy becomes a part of service’s DNA. It’s not about big gestures; it’s more like lending an ear than putting on a superhero cape. Sometimes, it’s pushing back when resources are late or putting someone in touch with more help. It could even be pointing out a better way to solve a problem, even if that requires more effort for you. The customer feels less lost and more supported. They realize that someone on the inside is cheering for them.

Being open doesn’t mean using a lot of technical terms. It’s changing “We’re working on your case” to something like “We’re talking to the insurance people this Thursday, and we’ll let you know by Friday.” No tricks, just setting realistic expectations, even if the answer isn’t ideal. People like honesty, and they find it funny. Someone once told me, “Tell me the truth, even if it’s not what I want to hear.” They were half-laughing and half-pleading.

Following through is important. You shouldn’t make promises lightly, and you should always keep them. People remember, even if it’s a simple thing. Building trust takes time. If you drop one brick, the draft comes in right away.

It’s true that giving this service can be tiring. There’s no way to make it sound better. Some days, all you want when you get home is a quiet place and a good sandwich. But isn’t it worth it? That human spark—knowing you were the difference between someone feeling lost and heard—is what keeps people in client and patient service coming back day after day. A little bit of real attention can be precisely what the customer or patient needs to get through. This notion is highly important in Zahi Abou Chacra’s work and makes every encounter better.