Conducting Business With Kindness
Instead of introducing a new concept when it comes to customer service, it's time to re-introduce an old twist - kindness..
Back in the "day," if you wanted to be successful
in business, it was all about kindness and the way people felt after leaving
your establishment or after a business transaction. That is what truly kept
them coming back, even if you product was mediocre.
Let's face it, we all want to be treated kindly in every circumstance of our
life. But this seems to have gotten lost in the technologically advanced and
fast-paced corporate world.
But consider this, there is a way to conduct business under these
stressful conditions by adopting a new "old" philosophy that will set you
apart as different and unique and it doesn't cost a dime. In fact, it saves
money as people who are kind and happy are more likely to show up for work
and more likely to stay with their company.
Start by incorporating empathy and compassion into your daily work life. By
having the ability to look at business from the human side of things, this
new business model based upon an old one can be reborn. But now it will
appear fresh and new. Use the simplicity of kindness as the guide.
If you are on the fence about this, ask yourself this question: Is there a
reason that each day cannot be the best possible experience for you and
everyone you come into contact with? After all, the bottom line is that we
are
human beings dealing with other human beings who have needs that must be
filled. So why not fill them quickly and happily?
By putting a new twist on "service," everyone wins. And when people feel
that they are being treated well and with respect while they are doing
business with you, chances are that it will run smoothly, efficiently and
expediently.
But what if you feel attacked and the person you are dealing with is harsh
and unreasonable? Here are some tips for conducting business in a kind way,
even if you are in an adversarial situation:
1. First, look for the hidden meaning in the agenda. What is the person
worried about (typically it is financial). Know that there is always a
reason why someone is upset and that you have the ability to resolve the
issue if you act with compassion and look at the situation from the other's
perspective before responding.
2. Remember that most people are not born angry. They become angry in
negative situations where they feel they are threatened in some way. They
are reacting due to fear.
3. Apologize, even if it appears unreasonable, which shows empathy for that
individual's level of stress.
4. Clearly state a plan of action, the timeline for accomplishing the plan
and the ultimate intended goal.
5. Elevate to a manager who has the experience to analyze the situation and
deal with the issue in an objective manner if necessary.
Remember, the desired result is a win/win for all concerned.
Everyone, regardless of whether they are the actual customer, should be
treated in this manner.
Can you make someone else's day brighter? Can you restore faith that people
are inherently kind? Can you conduct business happily when you are in a less
than joyful situation? The answer is yes, you can! With the right attitude
and perspective, everyone can win every single time.
While kindness is not in and of itself quantifiable, it will eventually show
up on the bottom line.
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