The Kindness Revolution

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  • 1. Every day, millions of people go to work in the United States.
  • 2. It is estimated that 89% of these employees dislike their jobs and their bosses.
  • 3. These same employees report their dissatisfaction with the service they get from most companies.
  • 4. Then they go home at night and tell their spouse, family, or friend about what happened that day.
  • 5. Many of these spouses, family members, and friends are responding with “You don’t have to take that anymore”.
  • 6. What are they saying about your company, your leadership, your service?
  • 7. Is it time for a revolution of kindness?
  • 8. LL Bean thinks so….
    • By giving unconditional money back guarantees on everything they sell.
    • By having call center agents who are so kind that lonely people call…just to chat!
  • 9. Chick-fil-A thinks so…..
    • By giving their employees the busiest day of the week off…..
    • because of the values of their founder.
  • 10. The Ritz-Carlton thinks so…
    • By realizing they are Ladies and Gentlemen serving Ladies and Gentlemen.
    • By talking about customer service every day.
  • 11. FedEx thinks so….
    • By focusing fervently on their goal of 100% successful overnight delivery…despite never achieving that goal.
    • The stories of their efforts and kindness to deliver each “golden” package are the stuff of legends.
  • 12. St Jude Children’s Research Hospital thinks so….
    • By realizing that every employee is helping save children’s lives.
    • Based on the values of their founder, Danny Thomas, who prayed to St. Jude Thaddeus “Help me find my place…and I will build you a shrine.”
  • 13. That prayer has impacted the lives of thousands of children……
  • 14. What about YOUR company? What are YOUR values? Your culture? Your story?
  • 15.
    • Maybe it is time for a kindness revolution.
  • 16. From Tom Peters:
    • “Commit yourself to performing one new exceptional ten-minute act of customer service every day. Induce your colleagues to do the same.
    • In the course of a year, in a 100 person organization, this will result in 24,000 acts of kindness… and such is the stuff of revolutions.”
  • 17. Why not start a Kindness Revolution in YOUR company?
    • Order “The Kindness Revolution” from your bookstore or
    • Invite author Ed Horrell to show your employees the importance of values-based service and leadership.
  • 18.
    • Ed will teach your company how to define your culture, establish your “story”, and offer lagniappe (a little extra).
    • Go to
    • And thanks!
    • Ed Horrell