I’ve been in a customer-facing role at work for about 14 years now. As with any type of customer work, it can be pretty annoying, painful, and thankless. In my role, I have to get used to the fact that people will not always show appreciation for anything you have done for them, regardless of whether it fits your exact job description or whether you’ve truly gone above and beyond.

However, I do have a handful of customers over the years I’ve held in really high regard and have built really positive, mutually respectful relationships with. A number of us keep in touch via LinkedIn and occasionally still message. A handful actually follow me on Facebook and Instagram. And I have one customer who nearly made me cry about a week ago when I was transitioning off his account and handing them over to a counterpart on my team.

I announced on this call that after 4.5 years of working with these folks that I’d be transitioning off. They were my first customer at my current company since September 2020, and the only customer I’ve had since day 1; that’s 4.5 years of working together and chatting about everything regarding work and life. It was a bit bittersweet to be honest, as I really liked this group of people, but this decision wasn’t in my hands to make.

One of them took some time on the call, with my current colleagues taking over on the Zoom, to explain why it was so hard for them to see me leave. He said that among vendor/partner relationships in his 20-plus-year-long career that I was a rare breed. He never felt like I was trying to sell him or make him buy something he didn’t need. I was always straightforward and shared what I really thought could help them as a business. I was genuine to the core, inside and out, he said, and consistently so. And he could tell I truly cared for him and his team as people. He recounted the time, about three years ago, when his nephew had suddenly died in a tragic motorcycle accident. His nephew was like another son to him, as they were very close, so he took the news quite hard. He was out on bereavement leave, and his colleagues had shared this sad news with me. I immediately reached out to get his address and had some flower arrangements sent to his home to send our company’s condolences. No other colleague or vendor partner had done this, he had shared. “I will never forget you and will always remember how kind, generous, and compassionate you were at the time. You will always, always have my trust,” he said on the call.

To be honest, I had forgotten this had happened. I hadn’t thought about it much at the time, because to me, a gesture like that seems like a no-brainer regardless of whether we had a working relationship or a personal relationship. But when he mentioned it on this call, I was so shocked and caught off guard that I started tearing up that he even remembered this. “Ahhh, this is too much for work!” I exclaimed. I felt so embarrassed, especially with two of my colleagues on the call listening to this and watching our faces.

Work can be shmerk. But it’s in moments like this when I realize the real value of my job, and what I will remember long after I have left said industry and said company, which is, at its core, helping others.