Why Emotional Impact Matters More Than Words in the Workplace and Customer Experience

"They May Not Remember What You Said, But They’ll Remember How You Made Them Feel"

In business, we spend a great deal of time refining what we say. We write emails, craft pitches, rehearse presentations, and even debate the best wording for customer responses. And while clear communication is essential, there’s something even more powerful that often gets overlooked: how we make others feel.

The quote often attributed to Maya Angelou says it best --> “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

This simple truth has deep implications, whether you're dealing with a customer, a colleague, or a direct report.

The Customer Experience... Empathy Is the Differentiator

In today’s hyper-competitive market, products and services can be copied, but how you treat people cannot. You may not remember the exact words the customer service agent used when you were frustrated about a billing issue, but you’ll always remember whether they made you feel heard, dismissed, or cared for.

The best companies know this. They empower employees to solve the problem, yes, but more importantly, they train them to show empathy, patience, and respect. A genuine “I understand how frustrating this must be for you, and I’m going to help make it right” creates trust. Trust creates loyalty. Loyalty creates advocacy.

When customers feel like they matter, they come back, even if there were hiccups along the way.

Internal Culture... Impact Beyond Words

The same principle applies inside the workplace. Your teammates may not remember every suggestion you made in a meeting or every Teams message you sent, but they’ll remember if you encouraged them when they were struggling. They’ll remember if you celebrated their wins or gave them credit when it mattered. They’ll remember if they felt safe speaking up in front of you, or not.

Leadership, in particular, carries emotional weight. If you're a manager, your words are important, but your tone, timing, and attitude are what leave lasting impressions. Were you approachable? Did you show appreciation? Did you lift others up or cut them down?

Culture isn’t defined by handbooks or values posters. It’s created in the day-to-day interactions that shape how people feel coming to work.

Emotional Intelligence... A Professional Superpower

Whether you’re in IT, HR, sales, or security, emotional intelligence is a skill that sets professionals apart. It’s the ability to read a room, to know when to push and when to pause, and to respond in a way that builds trust rather than tension.

Words matter, but emotional resonance lasts. That’s what turns clients into long-term partners, and coworkers into allies.

A Practical Challenge

• Next time you’re about to hit “send” or pick up the phone, ask yourself:

• Not just: “Did I explain it well?” But... “Did I leave them feeling respected, valued, or supported?”

This doesn’t mean sacrificing honesty or avoiding hard conversations. It means delivering them with empathy, clarity, and respect.

You may forget this article tomorrow. You may not remember my exact phrasing or examples.

But if this made you reflect, if it reminded you of someone who left you feeling valued, or someone you never forgot for all the wrong reasons, then the point is made.

Because in the end, how we make people feel becomes our legacy.

Let’s make it a good one.