If H gave me my first glimpse into Syria’s pain, another Syrian client, M showed me the most resilient and sincere light of humanity. Of all my clients, she is the one I consider a sister.
An Email, A Fateful Connection Across War Zones
In 2014, I came across an inconspicuous Gmail address in a list of clients from a former colleague. There was no company name, and I couldn’t find any information online. However, I noticed that my ex-colleague had received a polite reply from this person months earlier. On a whim, I sent an email, introducing myself as the new contact.
To my surprise, she replied quickly, asking about our company. At the time, I often used my parent company’s prestigious name while offering my subsidiary’s lower prices—a strategy of “brand-name quality at a generic price.” It was effective, but it also planted the seeds for my eventual “purge” by the parent company.
Soon, this client placed a trial order for 2-3 machines. After the first deal, she called me to discuss the order details. On the phone, I heard a clear-thinking, decisive, and straightforward person. I assumed she was a man. It wasn’t until she sent me a photo that I saw my Syrian “sister” for the first time. She was in her 40s, with long, wavy blonde hair, a tall figure, and fluent English. My first thought was: no wonder they say Syria is famous for its beautiful women. God was truly biased.
We quickly became good friends. She was the kind of woman that even other women would admire.
My friend M & her husband
“We Don’t Know if We Will Be Alive Tomorrow”
As our friendship grew, so did her order volume, with at least one container per year. Through our after-sales communication, I got a glimpse into the brutal reality of Syria. Sometimes, the photos she sent of equipment failures were not in a factory but in a pile of rubble, destroyed by a sudden bomb attack. She told me: “We don’t know if we will be alive tomorrow.“
From then on, I would often send her a simple greeting. It wasn’t to push for an order or for any work-related reason. It was just to get a reply, a sign that she was still alive. That was enough.
She seemed to understand my intentions. We slowly became friends beyond the client relationship. When she had free time, she would message me, sharing her worries and joys: distributing food to children in need, celebrating her son’s coming-of-age ceremony, his school admission… I always tried my best to make her happy, because I knew that living under the constant threat of bombs was enough to crush anyone.
She is the most optimistic and courageous woman I have ever known. She often taught me to “live in the present.” From her, I learned courage and positivity. Whenever I face difficulties, I remind myself how fortunate I am to live in a peaceful country. In life, nothing is a big deal except for life and death itself.
Sincerity is the Ultimate Form of Business
In 2020, my subsidiary merged with the parent company’s business department, and my “day of reckoning” arrived. The parent company, long dissatisfied with my sales tactics, began to force me out, intending to take over my clients.
At that exact moment, my Syrian sister M was preparing to place a new container order. She sent the official PO to my company email. However, my email was being monitored. The parent company replied to her at lightning speed, stating that they would be taking over my accounts.
M immediately contacted me privately, sending me a screenshot of the email and telling me to be careful. What she did next was something I never expected. She made her stance clear:
- “In this company, I only trust you. If you are not the one handling my order, I will not place it with them.”
And she meant it. While the parent company was trying to oust me, she chose to place her order with our biggest competitor.
Even now, after I have moved to a new company, we remain in close contact. She is as sincere as the day I first met her. Last year, she even shared a “money-making tip” with me: buy gold, she was certain the price would soar. Unfortunately, I didn’t fully trust her judgment. Otherwise, I might be writing a travel blog from around the world right now, not a sales blog.
I believe this story illustrates the highest realm of customer relations: beyond sincerity, there is only more sincerity.
What special experiences have you had in your relationships with clients? Feel free to share your story in the comments.Finally, may there be no more wars in the world. Our prayers are with the people of Syria and Gaza.
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