Empathy, part one of the three pillars of​ a ​great business.


“You can only understand people if you feel them in yourself.” – John Steinbeck

I’m often asked what is the key to great customer service. The answer is simple. It’s putting yourself in their shoes. It’s fundamentally understanding what their problem is. A huge part of being empathetic is listening. Not just nodding your head, and paraphrasing what they say, but actually listening and making eye contact. So many people don’t make eye contact. Eye contact creates trust and connection.

According to Merriam-Webster, Empathy is the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner; also: the capacity for this.

This is not to say that Empathy is based on imagination or clairvoyance. Although that may help. To be empathetic is so much easier if you have a repertoire of different experiences with different people. It helps to travel and to know different languages. It is of great importance to be inclusive with people, and to share their point of views even if you disagree with them, and to understand where they’re coming from. It is important to be open-minded. It is helpful to think outside the box. It is crucial not to exclude people based on their sex, sexuality, age, race, mentality, and social class.

At the end of the day, we’re all human. We all have the same main feelings of fear, anger, sadness, joy, disgust, surprise, trust, anticipation, acceptance, expectation, courage, shame, confidence, kindness, cruelty, pity, indignation, love, envy, etc. What triggers these emotions, are the situations that we are in. Human nature is not as complicated as people make it sound like, and we are not as different from each other as some claim. We all want to be safe, loved, healthy, and happy.

Photo by Priscilla Du Preez on Unsplash




Published by

Aidin Gargari

Aidin specializes in identity design and branding, illustration, and environmental graphics. He has over 10 years of experience in illustration, 6 years in graphic design, and led the environmental graphic design of a local architecture firm for 3 years, coordinating with clients, architects, interior designers, production staff, and installation crews. Aidin's skills are best matched with emerging businesses who are looking to create an identity as well as established businesses seeking to refresh or broaden their client base. His illustrations concentrate on intricate patterns, vibrancy of colors, and political and cultural issues. Aidin Gargari is a graphic designer and artist from Montreal who currently lives in Fort Thomas Kentucky. He is a graduate of D.A.A.P. at the University of Cincinnati. His work is influenced by his multicultural and diverse upbringing. Aidin is fluent in English, French, and Farsi. He enjoys cycling, making art, reading, social media, and gaming.

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