In service businesses, our human relationships are just as important as our offering itself. Strong client relationships are quite useful in stressful times. During these periods of upheaval, like a change in management or when a client’s business falls short of projections, our personal connections can help us not only retain but also grow the terms of our engagements. In this session, we'll explore a key question: do you really know your customers? Do you fully understand their days, their demands, and what they really care about? We’ll explore strategies to engage and build relationships so that the hard times are not so hard.