How to Use Kindness to Increase Your Business
"Getting money is not all a man's business: to cultivate kindness is a valuable part of the business of life."~Samuel Johnson
Samuel Johnson was an English writer in the 18th century. He made lasting contributions to English literature as a poet essayist, moralist and editor
What is kindness?
Dictionary.com defines it as the state or quality of being kind, friendly feeling or liking, a kind act, favor or behavior
It's synonyms include:
humanity, generosity, charity, sympathy, compassion and tenderness.
These are not words that are generally thought of as synonymous with business. As a matter of fact, as I write this, Shark Tank is playing in the background. Shark Tank is a reality TV show that features entrepreneurs and business executives (sharks),interviewing other entrepreneurs who are seeking investors for their business. The sharks can be ruthless. In so many ways, we have been conditioned to think that ruthless and tough will get us further in business.
"As much as we need a prosperous economy, we also need a prosperity of kindness and decency."~Caroline Kennedy
If I had to choose between two different companies, all things being equal as far as price and product, I would choose the one that I felt cared about me more. I would choose the one that went the extra mile.The current economy is making savvy shoppers out of just about everyone. At that same time, many are also becoming wary. It is also forcing many companies to downsize. What happens when you downsize? You can't always provide the best possible customer service. That can cause overworked, harried people who are consistently operating on overload. Patience and kindness are paramount.
"Kindness can become its own motive. We are made by being kind."~Eric Hoffer
Good Customer Service
According to Shep Hyken, Customer Service Speaker, 70%of customers are willing to spend 13% more with comapanies who give great customer service while 78% of customers have bailed on a transaction because of poor customer service. Those are some pretty heavy numbers. There's a lot of business out there and someone is going to get it. Good customer service means delivering the product on time, as promised for the agreed upon price. So, where does kindness fit in?
Hubwriter, bullybuc aka Bill Holland started a movement called H.O.W Humanity One World. He started this in an attempt to help the less fortunate in the world. He has gathered an amazing , talented group of hubwriters to help spread the word. I have been honored to have contributed several hubs to this cause. If you are interested in what we are doing, please check out our website and facebook page. There is also a list of al the articles in this movement that have been published. I urge you to check it out.
I am including this article in the H.O.W. Movement because kindness is the beginning and the premise behind good deeds. As individuals, we often think that doing good deeds to help bring about change in the world means donating money or physical products. We forget to put a value on our time, expertise or kindness. There are a myriad of ways to help and kindness is at the top.
"Treat everyone with respect and kindness. Period. No exceptions." ~Kiana Tom
Steps of Kindness in Customer Service
- Kill them with kindness.
- Be sincere, be apologetic, if warranted.
- Put yourself in their shoes. Treat your clients the way you would weant to be treated.
- Never let them see you sweat! Keep calm with reasonable solutions.
- Be respectful. That should be a given
- Be friendly.
- Show interest in them. Listen and remember.
- Own it
- Be accountable
How many times have you walked into a shop just to look and ended up buying something because the sales associate was so engaging? On that same not, how many times have you walked out because the associate was off-putting?
Keep in mind that you don't know where that person has been or how he has been treated before he came to you.
"Wherever there is a human being, there is an opportunity for a kindness."~Lucius Annaeus Seneca
Kindness within Company Walls.
Another thing to consider when thinking of building business with kindness. It's not just about kindness to your clients and customers, it's also about kindness to your employees. How often do you hear stories about the best and/or worst employers. When you hear the about the worst, how apt are you to use their services? Most of us know that we we will be treated better by a company who respects and cares about their employees. The employees who are treated well, are more satisfied and ready to share the kindness that has been bestowed upon them.