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- Killing It With Kindness
Ritz Carlton…ladies and gentlemen serving ladies and gentlemen
“When you do something, you should burn yourself completely, like a good bonfire, leaving no trace of yourself.”
- Shunryu Suzuki
In a world seemingly driven by relentless ambition and fierce competition, it's refreshing to stumble upon a principle as disarmingly simple and yet profoundly impactful as kindness. As the Zen master Shunryu Suzuki suggests, giving oneself entirely to an endeavor mirrors the purity of intention we find in genuine acts of kindness. While strategies, positioning, and effort are the buzzwords in a sea of business literature, a sincere, equanimous, and kind approach remains a rare and invaluable asset.
The business realm, often stereotyped as a battleground for the ruthless, is in reality ripe for the cultivation of kindness. The benefits of such cultivation are not just philosophical musings but translate into tangible, quantifiable business dividends.
Let’s explore five key principles of kindness in business, accompanied by inspiring examples of companies that have reaped the rewards of this noble and rare approach.
1). Empathy as a Business Model
Principle:
Understanding and sharing the feelings of others isn't just a moral compass; it's a business model that can lead to greater customer loyalty and employee satisfaction.
Example:
The Ritz-Carlton Hotel Company is legendary for its unparalleled customer service. Its credo, "We are Ladies and Gentlemen serving Ladies and Gentlemen," reflects a profound respect for both employees and customers. By empowering every employee to resolve guest issues up to $2,000 without managerial approval, they’ve institutionalized empathy, resulting in customers who feel genuinely cared for and staff who take ownership and pride in their work.
2). Generosity as Growth Fuel
Principle:
Generosity isn't just about charitable acts; it’s about going beyond what’s expected in delivering value, creating an abundance mindset that can spur growth.
Example:
Salesforce, a leader in CRM software, has built a culture around the "1-1-1 model" of philanthropy, dedicating 1% of its product, equity, and employees' time to community initiatives. This generosity has fostered goodwill, positive branding, and a work environment that attracts talent passionate about contributing to a greater cause.
3). Authenticity in Engagement
Principle:
Authenticity in business interactions fosters trust and builds lasting relationships with stakeholders.
Example:
Warby Parker, the online glasses retailer, has disrupted the industry by being genuinely customer-focused. They communicate transparently about costs and processes, offer free home try-ons, and engage in social good through their "Buy a Pair, Give a Pair" program. This authenticity has not only endeared them to consumers but also inspired brand loyalty.
4). Mindfulness in Leadership
Principle:
Mindful leadership encourages a work environment that promotes well-being, creativity, and resilience.
Example:
Google’s "Search Inside Yourself" program teaches mindfulness and emotional intelligence skills to employees. This initiative has helped reduce stress, improve focus, and enhance decision-making at the company, contributing to a happier workplace and a more innovative business.
5). Sustainable Community Building
Principle:
Investing in the community creates a sustainable ecosystem where business can flourish alongside society.
Example:
Patagonia, the outdoor clothing company, has built its brand around environmental activism and sustainable practices. Their commitment to the planet extends to their supply chain, product lifecycle, and community initiatives. This ethos has not only attracted a loyal customer base but also set a benchmark for corporate responsibility.
Conclusion
In the pursuit of profit, businesses often forget that the heart of all commerce is human connection. The above principles and the companies that embody them demonstrate that kindness is not only morally commendable but also economically advantageous. By embracing empathy, generosity, authenticity, mindfulness, and community building, businesses can tap into the 'kindly blue ocean'—a market space devoid of cutthroat competition, where kindness begets loyalty, innovation, and sustainable success.
It's not just about organization or efficiency; it's about infusing your business with the kind of value that can't be quantified on a balance sheet but is felt in every interaction and reflected in the longevity and prosperity of your enterprise.