My colleagues and I talk often about AI, job replacement, job enhancement, and whether it will be a curse or a boon for us. We are already seeing AI generate cube sheets from video surveys, and it is easy to imagine automatically generated quotes. Does this mean my job, as a consultant and an estimator, is at risk? It very well could be, but I am not sure AI can replace the most critical part of my role: managing our clients’ stress and earning their trust.

When I call the airline or phone company, it is because I need something important. When I am then routed to an AI attendant, it actively increases my stress. I do not want AI to try and decipher my questions; I want to speak with an expert at the company who understands my issue and can help me navigate it. In my job, I strive to be that expert, and I work hard to be someone our clients can trust when the stakes are high.

It all starts with great communication. Some months ago, I went to ChatGPT and asked it to rework my introductory email. After working with the AI to tweak some things, I feel confident my first written communication positions me as an ally and an expert, and presents me as the fulcrum of a successful move. Since the adjustment, I am receiving more engagement with responses and questions before my in-person survey, and multiple clients have confirmed the information attached to the email helped them rule out other vendors. My greatest responsibility as a consultant is to equip our customers with the information needed to make an informed decision, to avoid scams, and to see the value of our service compared to all alternatives.

I accomplish this level of engagement by positioning myself as a lodestone to customers as early as possible. I pick up the phone immediately to make an initial contact. I send an intro email the same day an appointment is confirmed. If the first time I speak with a client is when I knock on the door, I consider that to be a failure. In a high-stress situation, like relocating your family across the country (or the world), I want everyone to know I am invested, available, and eager to help. From the outset, I present myself as the person they can call when they need clarity or reassurance.

I always set expectations with clients about my availability, when someone in the office can assist, and how our AI tools support after-hours calls. However, when the phone rings at 8:00 PM, or on a Sunday, it was I who asked for the client’s trust, and I will be the one to pick up. It is rarely convenient, but it is necessary.

When those after-hours calls come in, it is because my client feels it is important. Therefore, it is important to me. During peak this year, I had a client who required a significant amount of attention, regardless of the day or time. We had struggles with an auto shipment, concerns about delivery timelines because of an upcoming vacation, and an expectation of white-glove service throughout. It took an immense effort from everyone on the team to make this move a success.

This month, I was surprised to receive an email from that customer inquiring about our ability to help with two more moves. I expressed my gratitude, but I also asked why we were being given another opportunity, considering some of the bumps we had along the way. Their response was simple. It was me, and the fact I always picked up the phone. Even when all I could offer was a callback the next day, or “the update is no update,” I answered. I was managing their stress and being the resource I promised during our first conversation.

What is true today may not be true next year. It is essential to leverage available AI tools to enhance our clients’ experience while making our roles more efficient. One day, AI may even be capable of managing client stress in meaningful ways. Until then, that responsibility remains ours. Great service, which is built on trust, responsiveness, and human connection, is what truly separates us from our competitors.