LIFE SOLUTIONS
Do you know me?
By Wimpie Mouton, PPS Executive: Life Solutions
How many people can you say know you? Let me rephrase. How many people know more than just your name and where you work? People who know what music genre you like, your favourite type of food or that you love taking your dog for a walk on Sunday afternoons? No, we do not always want everybody to know“ everything” about us but often one asks oneself,“ Do they even know who I am?” when a completely unrelatable comment or suggestion is made – by a human, not an automatically generated communication sent in bulk.
Over the course of my 30-year journey at PPS, one thing I have learned is that people do not change. Yes, technology changes, the way we work changes( just think of the lingering impact the pandemic still has on how that scenario has changed since 2020), the way we travel changes( believe it or not but it is just more than a decade since ride-hailing services were introduced) and so much more. Regardless of this, humans have stayed the same. Regardless of numerous social media platforms and electronic means of staying connected, people still have an inherent need to be heard. No, not“ liked” or receiving a“ thumbs up” emoji on their profiles but truly heard by other humans. People want to know that you truly see them – not just as clients but as individuals with unique stories, challenges and dreams.
THE POWER OF UNDERSTANDING
To ask“ Do you know me?” is also to ask“ Do you understand me?” It is not just about you knowing me – it is about helping me realise that you understand who I am and where I stand. By guiding me to understand my place in a situation, you demonstrate not only your understanding of me but also your ability to help me navigate my own journey.
Without understanding, even the best solutions or intentions can fall flat. True connection and remarkable experiences are built when we take the time to explain, to demystify and to walk the journey with someone rather than simply handing over information. In fact, the real limit to greatness – whether in service, leadership or relationships – is often not ability but understanding. As Leonardo da Vinci so wisely said,“ The noblest pleasure is the joy of understanding”. Helping someone gain clarity is not just a courtesy; it is the bridge to trust, credibility and lasting impact.
A COMPASSIONATE VOICE
Creating understanding is all about being compassionate in how we explain something. It is about not being rushed and transactional. Individuals( and businesses) that truly succeed are the ones that embrace respect for their clients and take the time to see the people behind the portfolios, the claims and the service requests.
Therefore, it is all about the personal touch. You cannot automate compassion and empathy. You cannot fake genuine interest. It is when you take time to listen deeply and act meaningfully that remarkable experiences are created. This means that when mistakes happen( and they inevitably do), the only way to resolve a problem is to resolve the problem. No excuses, no passing the buck. Real trust is built when we
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