Have you ever had a customer service experience so good you wanted to bottle it and recreate it in your own business?

That’s what it’s like talking to Matthew Hodgman, Senior Client Success Manager at White House Custom Colour. While his title might sound corporate, Matt leads with heart—and serious empathy chops. If empathy were a competitive sport, he’d be on the podium with gold.

We’re not talking about empathy as a feel-good bonus. We’re discussing empathy as a vital business essential. Empathy isn’t just about being a friendly human—it’s your secret weapon for building loyalty, diffusing tension, and turning client “oops” moments into opportunities.

In this episode, Matt and I delve into what it really looks like to lead with empathy in business:

• Listen like you mean it—instead of just waiting to talk next
• Reach out before there’s a problem—not after
• Build genuine, lasting relationships with clients and vendors alike
• How to turn mistakes into your best marketing moments
• And how to let empathy shape your pricing, policies, and process

Matt even shares a story about WHCC stepping in to fix a problem that wasn’t even their fault—total masterclass in grace under pressure.

If you want to create a business that feels good—for your clients, your partners, and yourself—this is the episode to tune into.

What We Cover:

• Why empathy is a business skill, not just a personality trait
• Active listening that builds trust
• Unexpected outreach and why it matters
• When things go wrong: How you handle it defines you
• What empathy has to do with pricing and flexibility

Timestamps:

[2:43] Empathy isn't just nice to have; it’s vital in cutting through the negative noise to truly connect with others.

[5:27] ATJ believes that human connection, not efficiency, makes the work meaningful, putting love into every image.

[8:00] Matt asserts that value lies in the shared experience, not just the product.

[10:02] Long-term vendor relationships can become authentic partnerships built around trust and support.

[12:06] Matt explains how empathy at every level creates a ripple effect of positive collaboration.

[15:51] Owning mistakes with grace and kindness can transform tension into loyalty.

[17:24] Learn how some of the best marketing that you ever do in business is actually after something has gone very wrong.

[19:18] Matt admires ATJ’s brand identity and empathetic approach to her business.

[22:03] ATJ reflects on having built trust by empathizing with a reluctant teen and connecting with them over Sephora.

[25:49] Matt stresses the need to match communication styles so that clients feel seen, heard, and respected.

[28:12] ATJ prioritizes upfront transparency to avoid manipulative and/or uncomfortable situations later.

[31:23] Every experience with a client is an opportunity to exceed expectations.

Click here to listen!

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Links and Resources:

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