What a Customer’s Farewell Taught Me About Feedback

One of our main contacts at a key customer announced she’s retiring — this week.

I did notice she was unusually quiet lately, but didn’t see this coming.

After her manager shared the news, she looked at my colleague and me with a faint smile.

Then she thanked us — for support we provided on two specific cases.

She even went into details, as she always does.

Those two cases kept me in the office past 11pm… for many nights, in multiple locations.

I remember picking up her calls feeling like lifting a heavy weight — knowing I’d be challenged (for the right reasons).

But looking back — those nights connected me deeply.

✨ The first case bonded me with colleagues in Hong Kong and Belgium.

✨ The second with teammates in Hong Kong and the U.S.

In solving that second issue, a colleague’s help was so remarkable she later won an award.

And the tool I built during that time? It’s now used by 100+ colleagues globally.

When she spoke, I noticed her hands slightly shaking — and from how she glanced at her laptop, I could tell she’d written her words in advance.

The pride I felt… was indescribable.

Words really can carry so much.

Another reminder for me:

1️⃣ The power of sharing feedback. Acknowleding the effort and telling the person what a difference that person's efforts made.

2️⃣ The toughest moments often build the strongest camaraderie.

As year-end review season approaches — it’s a great time to share your words of appreciation.

They might mean more than you think. 💬