Today’s post is about kindness. Yes, I said kindness. Now I know what you’re thinking, ‘what does kindness have to do with entrepreneurship?’ I say, ‘a lot.’ To illustrate what I mean, I’m going to use two examples from experiences I had this week.
First example: What NOT To Do.
Company: Rainsoft.
Rainsoft provides water softener devices to residences.
My parent’s bought a Rainsoft water filtration system for their house. Rainsoft installed the system and everything was fine, until their “customer service” gestapo started calling EVERY OTHER DAY. Not cool. Not only does this company NOT get that it is unkind to not trust your own customers (conversation goes like this: “hi, this is so and so from Rainsoft, we’re going to be in your area and wanted to bring you some salt (to replenish…which they already did, and they don’t go through it very fast at all. Like twice a year speed.) “uh, we already got some thanks.” Two days later…same phone call, different customer service rep. Same problem.) I feel like calling them and giving their manager a piece of my mind, but instead I’m talking trash online, too bad Rainsoft. Let’s see if they ever find my post and do any damage control. I doubt it.
Lesson: Don’t be mean to your customers, especially in bad times, you will NOT be pleased with the results.
Now, what you should do…
Second example: What To Do.
Company: Starbucks
Actually, it’s not Starbucks, but rather an employee of Starbucks, who serves coffee at a Barnes & Noble store I go to on occasion. This server knew what drink I wanted (after having served me a few days earlier, one time). No prompting. She just knew. And started making it before I even paid (I’m in line behind someone who was taking their sweet time to order, “um… I think I’ll have … um…”). Knowing what I wanted made my day. (Forget needing to remember my name, remember my face and my favorite drink and I’m good!) Not only that, she also made sure to offer me a fresh cookie (when her somewhat oblivious coworker was trying to get me the silly one I asked for after seeing it the window case. (Hey, I like my chewy cookies!) So, fresh coffee, fresh cookie, with a smile, and feeling like despite the weather, I’ve had a good day. That’s service. That’s kindness.
The kindness revolution is an idea I have for businesses. “Be nice, it’s good for you!” You never know if I was a traveling off-duty executive who happened to see your kindness and give you a promotion or hire you (from my competitor)! Or, to contrast, if I got another complaint about your poor phone manners, I’d fire you, or talk trash about you online – where you can’t erase it…or even find it, haha.
Kindness is between people, but companies that are smart know that their first-line staff are their ambassadors – and treat them with respect. And train them well. They teach them to be kind, to show respect for their customers, and serve them well.
So, thank you Starbucks coffee server lady, you made my day. And when I get a chance I’ll do the same for someone else.
What about you? Who’s been kind to you in a business setting? Did you return the favor? Why not spread good cheer all year by practicing daily kindnesses in your work life, and your personal life. Then watch the wonderful things that happen, even if its that you know that you made someones day/week.
Until next time.
Peace.
Tagged as:
Customer Service,
Kindness,
Marketing
