Our experience has shown that real connection in tech and customer relationships comes from being genuine, consistent and thoughtful – not from quick wins or hard selling.
For 20 years, our co-founders Glenn, Emily and Kelly have grown this business by focusing on what really matters: people. And that’s something we carry through in every part of what we do.
On May 21st, we had the chance to reflect on this during an inspiring session with Charlie Pidcock, who shared insights on communication and human connection in business development. It wasn’t a talk about traditional sales, but a reminder of why our approach has worked for so long: we lead with connection.
Developing customer relationships in IT is about solving technical problems, but also about building trust, understanding real needs, and being a true partner. That’s what sets us apart.
It’s not about selling – it’s about connecting
Charlie’s message aligned perfectly with how we work at Conn3cted: when you’re present, listening and authentic, there’s no need for a hard sales pitch. Relationships grow naturally when people feel seen, heard and valued.
We’ve seen this play out time and time again – from an initial phone call to a meaningful collaboration months or even years down the line.
Instead of focusing on “selling,” we focus on developing customer relationships by being useful, curious and real. Our clients don’t come to us just for a product – they seek us out because they trust that we’re in it for the right reasons.
The power of the little things
Body language, tone of voice, thoughtful pauses – Charlie showed us just how much the little things matter when it comes to earning trust. Even over the phone, people can tell if you’re distracted or fully present. And that presence builds emotional credit: when something goes wrong (as it sometimes will), your clients won’t panic – because they know you’ve got their back.
These daily habits – eye contact, asking good questions, and remembering someone’s name – are how personal relationships in business growth are built. At Conn3cted, we make space for those habits in everything we do.
Learning, growing and being brave
Charlie walked us through the growth zones:
- Comfort Zone – where things feel familiar
- Fear Zone – where we face uncertainty
- Learning Zone – where we expand our skills
- Growth Zone – where transformation happens
This hit home for us. We’ve built a culture that:
- Embraces uncertainty
- Pushes through discomfort
- Stays curious
- Leads with empathy
We’re more than problem solvers – we’re learners. Whether we’re trying new tech or rethinking design, we know bravery and learning lead to the best work.
Why it works. Our culture, our values.
Our way of working, centered on building client relationships, is a reflection of our values:
- We really care – about the people we work with and the outcomes we create
- We keep it simple – clear communication, thoughtful solutions
- We collaborate – we learn and grow together
- We’re always learning – because tech and people evolve
- We build with integrity – in every interaction
- We have fun – because joy fuels creativity
- Our company culture is focused on relationships – always
This isn’t just a strategy. It’s who we are.
Charlie’s session helped bring our identity into sharper focus:
- It confirmed that our human-first mindset is our biggest strength
- It reminded us to keep cultivating small moments of connection
- It reinforced the power of empathy and presence in a tech-driven world
Here’s to the next 25 years of developing customer relationships in IT, building personal relationships for business growth, and creating success that’s grounded in real human connection.
🤝 Get in touch with Charlie
If your business is looking to build deeper client relationships, improve team communication, or rethink how you approach business development – Charlie Pidcock is someone worth speaking to.
He’s not here to sell – he’s here to help you shift the conversation from transactions to trust.
No pressure. No pitch. Just real conversation.
📞 Call or Text
0437 599 970
📧 Email
charlie@charliepidcock.com.au
💼 Connect on LinkedIn
Find Charlie on LinkedIn
