04:05 GLOBAL
Nothing New to See Here While EQ’s language may sound ‘of the moment,’ its essence is not. In our industry, we’ve known it forever as good old- fashioned customer service. Think of payroll pros who remember every client’s quirks, catch issues before they escalate, stay steady under pressure, and calm teams. They’re high-EQ operators. Although it might sound counterintuitive, in the ‘age of AI’ we need people more than ever. As AI takes over repetitive tasks, what remains are interactions requiring emotional judgement, empathy, and trust.
Trust and Relationships are Still The Foundation Whether running a
because there’s pressure behind the scenes. EQ enables us to pick up on these cues, to communicate with care, and to create lasting relationships that go beyond the transactional. In my own career, I’ve found that some of the most powerful client moments happen not when things go perfectly, but when something goes wrong, and we respond with empathy and ownership. That’s when EQ builds trust in a way AI never could.
UK domestic payroll or managing multi-country operations, one thing remains - payroll is built on trust. Clients rely on us to get things right every time. But more than that, they want to feel supported by someone who understands the stakes. Technology can deliver precision, but it doesn’t build relationships. It doesn’t sense when a client is anxious ahead of a big transition, or when a tone needs softening
More Than a Soft Skill, EQ is a Strategic Capability
Leaders who prioritise EQ aren’t just investing in people; they’re future- proofing their business. This means training built around EQ, rewarding EQ, not just performance targets, building it into recruitment, and weaving it through your culture. A focus on EQ also provides an opportunity
Lastly, as a leader, it is important that you lead by example. Founders and managers who demonstrate emotional intelligence create a culture where EQ can thrive.
28 I 04:05
GLOBAL PAYROLL MAGAZINE ISSUE 12
Made with FlippingBook - Share PDF online