Kindness is a core value of service. It also makes leaders more effective, and makes life overall quite a bit nicer.
Mom knew that. I believe that's why my mom--and yours--worked so hard to ensure we learned how to be kind.
It's not hard. It just takes a bit of reminding--especially in a polarized, highly charged political world.
But let's not allow any excuses to be used for a lack of kindness. Instead, let's focus on what we can do, and what we can do is this: we can use kind words, actions and build traditions based on kindness that will build wonderful cultures that support customer service.
Customers love being treated with kindness. Common courtesy sounds like "please," "thank you," using their names, the names of their kids.
Customers appreciate actions that solve problems quickly, going about and beyond just to help someone.
And when you have a tradition of kindness in your culture, it will create the space customers simply love to be.
When kindness--genuine, authentic kindness--is one of your core values, your customers will know it. And they will love you for it.
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.