The Kindness Revolution


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The Kindness Revolution

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