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Taking It Personal: The Heart of Quality Service

In the realm of business, especially in a service-oriented sector like hosting, the line between professional and personal engagement is often blurred. Recently, an event unfolded that brought this dichotomy to the forefront of my thoughts.

After 11 years of partnership, a long-standing client decided to migrate their services to a different provider, citing other providers “much cheaper” costs and dissatisfaction due to service disruptions, which, ironically, were a direct result of their own repeated payment issues. This situation was communicated to me as a done deal, with the parting words, “The decision came from upper management, don’t take it personal, it’s just business.”

This statement, while common in the corporate world, struck a chord with me. For over a decade, my business ethos has been deeply rooted in the philosophy that taking it personal is not just an option but a necessity. This approach has been the cornerstone of our success, fostering strong relationships with our clients and ensuring that the service we provide is not just transactional but genuinely supportive and responsive to their needs.

The Flaw in “Don’t Take It Personal”

The advice to “not take it personal” in the business world is outdated. It suggests a separation between professional services and personal investment that, in today’s interconnected and highly personalized world, feels archaic.

This mindset underestimates the value of emotional investment in professional relationships and overlooks the profound impact genuine care and personal engagement can have on service quality and customer satisfaction. Taking it personal means that we’re invested in the success of our clients, understanding that their success is our success.

Beyond the Transaction

While the phrase “don’t take it personal” might be intended to smooth over the discomfort of ending a business relationship, it instead underscores the very philosophy that sets us apart. In an era where automation and digitization are becoming the norm, maintaining a personal connection with clients is not just beneficial; it’s essential. It fosters loyalty, encourages word-of-mouth recommendations, and builds a business that’s resilient in the face of challenges.

Taking It Personal: A New Paradigm

Taking business personally is not about blurring professional boundaries. Instead, it’s about recognizing that at the other end of every transaction, every support ticket, and every service offered, there’s a person. A person with specific needs, frustrations, and expectations. By engaging with our customers on a personal level, we open the door to deeper understanding, more meaningful connections, and ultimately, more tailored and effective solutions.


As we navigate the complexities of business relationships, let us remember that taking it personal is not a weakness but a strength. It’s a commitment to understanding, empathy, and quality that transcends the conventional “just business” mindset. In a world eager for genuine connections, let’s not shy away from engaging emotionally with our clients. After all, it’s the personal touches that often lead to the most profound impacts, both for our clients and for our businesses.