Kindness Starts at the Top

When I speak to groups of business executives, I can sense an uneasy feeling in some areas of the room or auditorium when I state the following: “You CEOs and senior managers should not be surprised when you hear that your employees are treating your customers with indifference if you are treating your employees with indifference.”

Simply stated, most employees will treat your customers the way they are treated themselves. Treat your employees with dignity and respect; expect them to treat your customers the same way. Treat your employees with indifference; watch the same with your customers.

The best companies I discovered during my quest were successful in creating a culture of kindness within itself, which filtered its way down throughout the firm. These companies, without exception, were either founded upon, or are currently being led by, principles that are measurable and clearly communicated throughout the organization.

Here is a litmus test for any company: Observe the behavior of the senior management. Do they show compassion? Kindness? Dignity? Courtesy? If so, be assured that they will attract employees of that same kind and that a culture of service will grow. These companies will prosper and do well.

However, find me a company whose leadership is nonempathic, insensitive, and unkind. You can bet that they will attract similar management and employees. And this will be the culture that will carry over to their customers. I want to compete with these companies because they don’t own their customers.