One of my all time favorite movies is Pay It Forward, in fact I loved the book too. It helps us understand the importance and ongoing impact of paying it forward after a good deed, an act of kindness and service. For many years this has been my mantra, and approach to life and business, and it has served me well.
Several years ago, in February, Kindness Month, I had the opportunity to work with The Kindness Crew. Four friends from BC formed The Kindness Crew and toured the world after 911 extending Random Acts of Kindness, I met them in 2007 at the Wood Buffalo Expo. I watched firsthand how the concept of Pay it Forward resonated with the audience.
In business, in teams and customer service, there is a lot to be said about paying it forward. When your team extends patience, kindness, quality service, respect, trust, and integrity, it can create a ripples that extends far beyond the walls of your business.
February is kindness month. What can you do in your team to Pay It Forward?
To find out more about the book, visit:
Showing posts with label kindness. Show all posts
Showing posts with label kindness. Show all posts
Thursday, March 15, 2012
Thursday, February 9, 2012
Extreme Team and Business Makeover
Years ago, when I had two businesses, I loved the last week of the year. For me it was a time to clear up old projects and make room for the new. I used this time to de-clutter and reorganize the office, catch up and clear away outstanding projects, take stock of resources and supplies needed for the coming year, and to revisit values and goals for the team and our company.
Ed Horrell, author of the Kindness Revolution, talks about his idea of an Extreme Corporate Makeover. He suggests the following steps to your makeover.
- Survey your customers needs - find out their challenges and needs
- Prepare to do what your customers want
- Focus group to plan the changes and set goals
- Develop a customer credo (the Ritz Carlton's is "Ladies and Gentlemen serving ladies and gentlemen)
- Talk about customer service every day in the team. Keep it front and centre, make it important
- Review customer service objectives
- Put your standards out for others to see
- Make our motto and credo a promise and part of your staff's uniform
- Practice kindness in every single conversation and contact
As you move forward in 2012, identify five areas of focus for your extreme team and business makeover. For example, sales, customer service, team relationships, systems, referral process, etc. Once you have completed this step, identify five actions for each area. That will start your year with 25 designated steps toward your corporate makeover.
Wishing you great success!
Saturday, January 21, 2012
The Kindness Makeover
In an earlier blog I referenced some of the learnings from Ed Horrell's book, The Kindness Revolution. A quote that he stated that really resonated with me was “Don’t fight…Make it Right!”
From a conflict resolution and leadership perspective, this is such an important belief to helping people move beyond the problem and blame to solutions, forgiveness and change.
In 2007 I had the pleasure of working on a Community Expo project, a massive community event which included a conference, trade show, workshops and more. One of my responsibilities was the Kindness Booth. I worked with the Kindness Crew, an amazing team of four young men who were on a mission to bring more kindness to the world. They did a phenomenal presentation, and left the audience with many thoughts about kindness. At my Kindness Booth, I had many "supplies" to help people create their own random acts of kindness. With a team of initially reluctant teenagers, our community kindness revolution began. Flower shops had donated flowers, local gift stores donated some chocolates, we had cards and blank paper and envelopes, many printed kindness products from various kindness websites such as the Random Act of Kindness Foundation (book marks, stickers, door plaques, quotes, colouring pages), and many other supplies. In a couple of hours there was nothing left. The once reluctant teens came running back saying things like "Charmaine. We are out of flowers. People are loving us being so kind. They are being kind to others. One lady's flower was passed forward to so many people we lost count. This is AWESOME!" One year later when I was struggling to carry a box of workshop materials into a local college, A young man helped me and said "Here. This is for you!" It was a pay it forward card I had handed out at the booth (it had the date of the event and event logo on it so I knew for sure). With tears in my eyes I asked "were you there? At this event?" He said "No" I got it from a stranger in a coffee shop a couple of months ago. I was having a tough day." WOW! Who knows how many people had held this kindness card in their hand, and many acts of kindness had originated from one simple little card, and an act of unconditional kindness!
Ed Horrell talks about the importance of removing reluctance and indifference to spread kindness. He suggests that the ways to eliminate indifference are:
- Use your customer’s name in the conversation and ensure staff do not call them “hun”, “sweetie”, “buddy”, “my dear”, etc.
- Eye contact
- Find out what is important to the customer
- Active listening
- Non defensive behavior
- If you see a problem, fix it
- Cleanliness reflects care
If you want to give your team and company and Extreme Corporate Makeover, Horrell suggests a few powerful first steps:
- Survey your customers
- Prepare to do what your customers want
- Focus group to plan the changes and how to implement the changes
- Develop a customer credo (e.g. the Ritz Carlton’s is “Ladies and Gentlemen serving ladies and gentlemen")
- Talk about customer service every day
- Review customer service objectives
- Put your standards out there for others to see. Some of my clients have posted and framed them in their waiting room or by the front door.
- Make your motto and credo a promise and part of your staff’s uniform or what they bring to work everyday
And of course, Practice kindness in every conversation and contact. What can you do today to create a ripple effect of kindness in your team?
I am so excited to unveil our February 2012 Kindness Initiative. During Kindness week, we'll reveal the details!
To learn more about Ed Horrell's Kindness Revolution, follow:
From a conflict resolution and leadership perspective, this is such an important belief to helping people move beyond the problem and blame to solutions, forgiveness and change.
In 2007 I had the pleasure of working on a Community Expo project, a massive community event which included a conference, trade show, workshops and more. One of my responsibilities was the Kindness Booth. I worked with the Kindness Crew, an amazing team of four young men who were on a mission to bring more kindness to the world. They did a phenomenal presentation, and left the audience with many thoughts about kindness. At my Kindness Booth, I had many "supplies" to help people create their own random acts of kindness. With a team of initially reluctant teenagers, our community kindness revolution began. Flower shops had donated flowers, local gift stores donated some chocolates, we had cards and blank paper and envelopes, many printed kindness products from various kindness websites such as the Random Act of Kindness Foundation (book marks, stickers, door plaques, quotes, colouring pages), and many other supplies. In a couple of hours there was nothing left. The once reluctant teens came running back saying things like "Charmaine. We are out of flowers. People are loving us being so kind. They are being kind to others. One lady's flower was passed forward to so many people we lost count. This is AWESOME!" One year later when I was struggling to carry a box of workshop materials into a local college, A young man helped me and said "Here. This is for you!" It was a pay it forward card I had handed out at the booth (it had the date of the event and event logo on it so I knew for sure). With tears in my eyes I asked "were you there? At this event?" He said "No" I got it from a stranger in a coffee shop a couple of months ago. I was having a tough day." WOW! Who knows how many people had held this kindness card in their hand, and many acts of kindness had originated from one simple little card, and an act of unconditional kindness!
Ed Horrell talks about the importance of removing reluctance and indifference to spread kindness. He suggests that the ways to eliminate indifference are:
- Use your customer’s name in the conversation and ensure staff do not call them “hun”, “sweetie”, “buddy”, “my dear”, etc.
- Eye contact
- Find out what is important to the customer
- Active listening
- Non defensive behavior
- If you see a problem, fix it
- Cleanliness reflects care
If you want to give your team and company and Extreme Corporate Makeover, Horrell suggests a few powerful first steps:
- Survey your customers
- Prepare to do what your customers want
- Focus group to plan the changes and how to implement the changes
- Develop a customer credo (e.g. the Ritz Carlton’s is “Ladies and Gentlemen serving ladies and gentlemen")
- Talk about customer service every day
- Review customer service objectives
- Put your standards out there for others to see. Some of my clients have posted and framed them in their waiting room or by the front door.
- Make your motto and credo a promise and part of your staff’s uniform or what they bring to work everyday
And of course, Practice kindness in every conversation and contact. What can you do today to create a ripple effect of kindness in your team?
I am so excited to unveil our February 2012 Kindness Initiative. During Kindness week, we'll reveal the details!
To learn more about Ed Horrell's Kindness Revolution, follow:
Bringing Kindness to Work
The Kindness Revolution Book Review
One observation I can offer about workplaces is that when the going gets tough, times get busier, and conflict is causing challenges, kindness goes out the window! As a trainer and facilitator you might not believe what I have heard and witnessed in workplaces. I have seen some incredible acts of respect, compassion and enthusiasm, and, I have seen people behave in a way that hurts others emotionally. Ed Horrell, wrote the book The Kindness Revolution, a book I very much enjoyed reading and found great applicability to the work I do. I have always believed that a fundamental attribute to success was that of kindness, not just in customer service, but in everything, including team relationships.
Horrell suggests that there is often a disconnect between what customers want and what businesses and teams think their customers want in terms of good customer service. How well do you know your customers? If you were to ask them their needs, would the answers surprise you? Horrell states that good customer service starts with people, not process! For many this is a shift in thinking. Many businesses spend their time developing processes and systems to service their clients and customers, but forget the people aspect. These processes and systems are important, in fact I teach people how to do this. But, in doing so, people are the priority. As you review and build your customer service beliefs, practices and expectations, make sure that “the people” are woven in at every level.
Horrell states: “The future is WOW!” Thinking about his statement, how would others describe your company or team's WOW ability? How do you wow your clients and customers?
Another concept Horrell covered, is that of indifference. In teams that are struggling, it is easy to see indifference. To replace indifference with customer service you must address: dignity, courtesy, respect and kindness. Companies and teams who do this, GET IT!
Traits of companies that GET IT:
- They believe in the company guiding principles (and they actually know what they are)
- They strive to keep these principles front and centre to every aspect of business and customer service
- They believe in the dignity of each employees job, and that everyone plays an important role
- They believe that there is a purpose for the corporation and that they are a part of it
- They recognize the importance of employees being empowered and engaged
- The believe in the importance of and value of kindness
Here are a couple of examples that Horrell offers: LL Bean says that “serving customers is a day in day out, ongoing, never ending, persevering, compassion kind of activity. Fed Ex employees live the values that are core to the company philosophy: respect (treat each person with dignity and respect), integrity (be worthy of trust), service (serve others), excellence (relentlessly strive to exceed expectations), communication (understand and be understood).
What are your standards? What type of example do you set? How do you set this example (e.g. with your attitudes and actions)? How would customers describe the service they receive from your company?
How does your team exhibit kindness in their interactions with others, and in their service to customers? What are the impacts or spin off results that you see?
To find out more about The Kindness Revolution, click here:
One observation I can offer about workplaces is that when the going gets tough, times get busier, and conflict is causing challenges, kindness goes out the window! As a trainer and facilitator you might not believe what I have heard and witnessed in workplaces. I have seen some incredible acts of respect, compassion and enthusiasm, and, I have seen people behave in a way that hurts others emotionally. Ed Horrell, wrote the book The Kindness Revolution, a book I very much enjoyed reading and found great applicability to the work I do. I have always believed that a fundamental attribute to success was that of kindness, not just in customer service, but in everything, including team relationships.
Horrell suggests that there is often a disconnect between what customers want and what businesses and teams think their customers want in terms of good customer service. How well do you know your customers? If you were to ask them their needs, would the answers surprise you? Horrell states that good customer service starts with people, not process! For many this is a shift in thinking. Many businesses spend their time developing processes and systems to service their clients and customers, but forget the people aspect. These processes and systems are important, in fact I teach people how to do this. But, in doing so, people are the priority. As you review and build your customer service beliefs, practices and expectations, make sure that “the people” are woven in at every level.
Horrell states: “The future is WOW!” Thinking about his statement, how would others describe your company or team's WOW ability? How do you wow your clients and customers?
Another concept Horrell covered, is that of indifference. In teams that are struggling, it is easy to see indifference. To replace indifference with customer service you must address: dignity, courtesy, respect and kindness. Companies and teams who do this, GET IT!
Traits of companies that GET IT:
- They believe in the company guiding principles (and they actually know what they are)
- They strive to keep these principles front and centre to every aspect of business and customer service
- They believe in the dignity of each employees job, and that everyone plays an important role
- They believe that there is a purpose for the corporation and that they are a part of it
- They recognize the importance of employees being empowered and engaged
- The believe in the importance of and value of kindness
Here are a couple of examples that Horrell offers: LL Bean says that “serving customers is a day in day out, ongoing, never ending, persevering, compassion kind of activity. Fed Ex employees live the values that are core to the company philosophy: respect (treat each person with dignity and respect), integrity (be worthy of trust), service (serve others), excellence (relentlessly strive to exceed expectations), communication (understand and be understood).
What are your standards? What type of example do you set? How do you set this example (e.g. with your attitudes and actions)? How would customers describe the service they receive from your company?
How does your team exhibit kindness in their interactions with others, and in their service to customers? What are the impacts or spin off results that you see?
To find out more about The Kindness Revolution, click here:
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