Educate, Inform and Guide
Q: Sarah, you’ve been described as a Jill-of-all-trades at CV. What’s your favourite part about your day-to-day role?
A: I think my favourite part of the day comes down to a toss-up between being given opportunity for inventive endeavours and client interaction. I enjoy building something from concept to completion, which helps with intake. I especially enjoy when a client calls with an issue and I can help design a simple solution – that’s the best of both worlds.
Q: What are the steps you take to build great connections with new CV clients?
A: I’m quick to pick up the phone. We’ve missed a lot of human interaction during COVID, so if I receive an email deserving a phone call rather than an email response, I will call them. Emails are a wonderful tool, but often lack personable effort. I try to find a way to put the client at ease with reassurance and confidence, but I’m always happy to take the time to hear about what you did for dinner last night. People often tell me I’m easy to talk to; I guess it just comes naturally (although my dad would say I get it from him).
Q: If a client has specific questions or concerns, how are you able to address these and bring about a successful outcome that puts the client at ease?
A: You have to just address the problem presented. If you come home from a long day lamenting a specific work task you don’t want to hear about the leaky faucet. Addressing the problem head on gives people confidence that we have the solution. I’m also good at creating solutions on the fly. I’ll attempt to build a service on the phone with a client if I know we can do it.
Q: Finish this thought – One thing I believe I do really well is …
A: Making connections anywhere. We will be out for dinner and, suddenly, I’m best friends with the server. I genuinely don’t know how this happens, I have no strategy or intent, it just is. I’ve been asked before how I do this; the only thing I can think of is that I try to connect with people by relating to their interests.
Q: What have you learned about yourself during the pandemic?
A: I think I knew this before, but many pandemic circumstances have proved to myself that I can handle anything, mostly stress-free. It’s been a challenging year and was quite tough at times, but I’ve learned I’ve got grit and an extremely loving support system.
Q: What’s your favourite part about working with people?
A: I think it’s just interesting getting to meet so many different people with so many different needs. I also want to promote efficiency and simplicity. So, even if it’s just helping to book an AGM, if I can do it as efficiently as possible and take a minimal amount of stress away from someone, I feel good about that.