Empathy Into Commitment

Humony

Tone of Voice Rationale

Humony is a tech solutions company. Of course we are. We devise ERP solutions for SME companies in a range of niche sectors and these solutions are, for the most part, conceived to enable transformation.

There are many competitors who appear to do what we do. They tackle similar problems. They work with the same products from the same vendors. But they don’t do what we do. Not really.

What they do is Efficient. Technical. Detached. Removed. Remote. They deal in Systems. In Product. In SLAs.

What we do is warmer. More empathetic. More engaged. Friendlier. More personal. More genuine. It goes deeper.

We know our clients. We pay attention when they talk about their businesses. We delve deep to understand their challenges. We are fully engaged from  the day we begin to work together.

There are no empty promises. ‘Care’. ‘Involvement’. ‘Support’. ‘Collaboration’. ‘Ingenuity’. When we use these words, each one is backed up by tangible behaviour – a sense of purpose; by commitment.

When we unite these two qualities – Empathy and Commitment – we define ourselves. That’s who we are. And that sets our tone of voice.

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What Does ‘Empathy Into Commitment’ mean?

Let’s be clear on what ‘Empathy Into Commitment’ means. It’s not a slogan, nor a marketing message in itself. It is the guideline for how we talk.So it is important that everyone understands it in the same way.

‘Empathy’. This is where we start out from in relation to our clients. We are friendly, intelligent, good-natured people who have all the time it takes and the intent to deep dive. We have time to chat. Time to get to know them. Time to listen. Time to ask. Time to understand. Time to think. Time to do. Time to help. We want to build a long, productive and enjoyable relationship, and so we care about the people and about the business, just as much as about the technology and the solution.

‘Commitment’. We are in the business of solutions for transformation, so taking action is a fundamental of completing the job. But it is the manner of reaching these solutions and servicing the business that distinguishes us. The energy and involvement we invest throughout our relationship with a client. The drive and purpose with which we go at it.

Join these together – the human quality we exhibit and the manner of delivering our service, and our tone of voice comes into focus.

After listening to us talk a (prospective) client should think, “These sound like able, caring and committed people who will really immerse themselves in what they need to do and in supporting our business.”

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How our tone of voice manifests

We understand that we are solution providers for clients undertaking transformation. They are expecting us to be ‘technically expert’ and ‘professional’, just as our competitors can be expected to be. We are not like our competitors, however. We speak with empathy and commitment.

We are empathetic about clients’ business concerns, whether they seem to relate directly to our area or not. We are empathetic to our clients as people, and unafraid to connect with them in a natural, likeable and empathetic way. We are empathetic to the needs of clients’ individual stakeholders, as well as those of the collective organisation.

We do not make a big fuss about this. It’s simply who we are. It’s a genuine characteristic, and so we just let it infuse our assertions and responses naturally and gently. In time, this establishes it as an innate Humony quality in the minds of those who read what we say.

We show commitment when we talk about how we work; about our pursuit of optimal solutions; about our determination to understand complex requirements or meet commercial challenges; about our willingness to confront daunting timelines or to treat evenings and weekends as ‘just part of the hours in which you can count on us.’

Again, we don’t make too big a fuss about this, but the evidence of our commitment does come up a lot in our conversation. Commitment courses through our veins, so it’s no great surprise that much of what we say about what we do and how we do it will leave readers thinking, ‘Wow. These people are really giving this everything they’ve got.”

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