"Slow down. I think we move so fast and we're trying to go in straight to the solution and there could be multiple things that the customer needs and we miss opportunities when we move too fast."
-Syvonia Brown

In this Spotlight episode, Syvonia Brown, Director of Sales at Sage 50 US, talks about emotional intelligence and why it matters more than most bookkeepers realize. She shares practical ways to handle tough client conversations, slow down reactive thinking, and build trust without taking on unnecessary stress.

In this interview, you'll learn:

• How active listening changes difficult client conversations
• Why silence can be a powerful communication tool
• How to show empathy without absorbing client emotion

To learn more about Syvonia, click here.

Explore Sage at this link.

Time Stamp

01:20 – What emotional intelligence really means in client work
02:10 – Checking in with yourself before client conversations
02:55 – Why jumping to solutions causes problems
04:25 – Using silence to help clients feel heard
05:17 – Simple techniques to avoid filling the silence
06:46 – Phone, video, or email how & tone changes everything
10:42 – Empathy without taking issues personally
12:21 – Why apologizing can make things worse
14:06 – De-escalating upset clients without matching their tone
16:14 – Taking accountability when mistakes happen
18:30 – Handling issues when you don't know the full story
20:01 – Embedding emotional intelligence into firm culture
21:22 – Training teams to lead with empathy
23:21 – How emotional intelligence drives loyalty & referrals
25:29 – Practical habits bookkeepers can apply immediately

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