When Customers Become Your Therapists: A Lesson in Self-Care

Yesterday we took time to give back to the environment; we planted trees and collected trash, and I hope that we don’t just stop there.

 I hope you take the time to water your soil.

Just like a plant, you can’t grow and thrive without a little nourishment, and a little self-care. Your soil—your mind, body, and spirit—needs that constant watering. Whether it’s through taking a deep breath after a long day, finding a quiet moment to reflect, or simply letting yourself be still, it’s important to tend to your inner garden.

We often get caught up in the hustle, feeling like we need to always be on the move. But, just as plants need rest after a rain, so do we. So, take that time.

Now, taking care of yourself is dope, but having a customer get out of his energy to tend to you, I don’t know whether you have experienced that before,  but the feeling is…amazing!

I am talking about when the ‘customer is your therapist’ moment.

As some of you already know, customer service is known for being one of the most demanding jobs out there. You’re not just helping customers solve problems; you’re often managing emotions, diffusing tensions, and keeping your stress levels in check. But what happens when the person on the other end of the line flips the script, and suddenly it feels like they’re the one coaching you through your day?

Yes! Those rare moments. You’re on a call, feeling the mental strain, but trying to push through like a champ. Suddenly, the customer catches on. Maybe your voice sounds a little too tired, or your responses are just slightly off. And instead of continuing with their issue, they pause and say, “Hey, are you okay?  You sound like you’ve had a rough day.”

You freeze for a second. Wait… what just happened?

When the Customer Offers You Advice

Before you know it, the customer, who called in to vent their frustrations, is giving you a pep talk. “You need to take a break,” they say. “Don’t let these tough calls get to you. I hope you’re getting some rest between these shifts.”

And just like that, you’re no longer the one solving their problem—they’re trying to solve yours. They might suggest yoga or meditation, or just tell you to “take it easy, you’re doing great.” The whole interaction shifts, and for a brief moment, it feels like you’ve stepped into a mini-therapy session, with the customer playing the part of the therapist.

It’s beautifully strange, isn’t it? You’re used to being the calm in the storm, the one who fixes the problems. But in those moments when a customer steps outside their frustration to show you kindness, it’s a powerful reminder that we’re all human, just trying to make it through the day. It’s those unexpected connections that remind us of the importance of mental wellness in the workplace—on both sides of the call.

These moments of empathy, where roles blur and everyone’s just trying to get through life together, water your mental garden in the most unexpected way. You end the call not just feeling like you helped someone, but also like someone helped you.

So, next time you feel the stress building, remember to take care of your soil. And if you’re lucky, maybe that next customer will be the one to offer a little mental watering when you need it most.