Recently, our beloved dog, Syd, faced a health crisis that came completely out of the blue. She needed surgery for liver tumours—a situation that was terrifying, unexpected, and completely overwhelming for us as her family.
Navigating the system was almost as stressful as the diagnosis itself. Getting an appointment with a specialist was tricky, every phone call or consultation came with a charge, and the information we received often left us more confused than reassured. Medical terms flew over our heads, and in our emotional state, it was nearly impossible to process what we were being told.
AI tools helped explain some of the technicalities, but what we really needed was a compassionate professional—someone to explain options in plain language, answer our panicked questions, and guide us step by step without making us feel rushed or judged. It made me realise that knowledge alone isn’t enough. In moments of crisis, empathy, patience, and real human care are what people need.
The parallel with my clients was not lost on me. When someone discovers their partner wants a divorce—especially when it’s one-sided—the fear, confusion, and emotional turmoil is overwhelming. In both situations, the lesson is simple: be kind. Explain things clearly, be patient, and offer reassurance. Treat people like humans, not just cases.
Technical expertise is the baseline – particularly in today’s environment, where information is so readily available to anyone with a smartphone. Compassion, patience, and “bedside manner” are what set you apart. That’s what people in crisis cling to. And it makes all the difference.
As for Syd—after surgery to remove two large tumours (one the size of a rugby ball!) and part of her liver, she’s slowly getting back to chasing squirrels, rolling in fox poo, and living her best life.
Tough times come to us all. And as professionals, when we’re supporting people in crisis, we have the power to shape how their journey feels, and it should be as stress-free and considerate as possible. With clarity and patience, we can ease the weight of the situation and help them find a way through—and that’s what people remember.
Compassion matters. Always.
