Hope Bagozzi, CMO of Tim Hortons Canada is one of the kindest leaders I know. She shares the importance of compassion and kindness in leadership.
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For more information about Dare to be Kind and how it can benefit your bottom line contact me directly at 905-357-2345 or lflasko@laurieflasko.com
Let’s spread Kindness! #kindleaders #daretobekind #kindnessadvantage #compassion #empathy #kindness
Laurie Flasko, CSP, is a customer experience expert, keynote speaker, and trainer. Laurie works with organizations who want to WOW their customers, build strong teams and create cultures where people love to work. Do you know your Customer Service needs help, but you’re unsure where to start? Do you want to add a spark to your teamwork? Are you interested in taking your leadership to the next level? We are here to help! Virtual Presentations now available! Schedule a call today.
I have the extraordinary privilege to interview leaders who are making a difference in our world – in our workplaces, as I research the impact of kindness. Today I spoke with one of the kindest leaders I know, Fiona Peacefull. Fiona is Director of People Services at Niagara Health. She shares some of the innovative and kind things the staff at Niagara Health are doing along with the incredible impact.
Watch the entire interview here.
For more information about Kindness and civility in the workplace and how it can benefit your bottom line contact me directly at 905-357-2345 or lflasko@laurieflasko.com If you would like to sign up for our newsletter and receive Inspirational Tips delivered directly to your inbox email me or visit www.laurieflasko.com Let’s spread Kindness!
I have the extraordinary privilege to interview leaders who are making a difference in our world – in our workplaces, as I research the impact of kindness. When I asked Fiona Peacefull, Director of People Services at Niagara Health, who was one of the kindest leaders she knows she said Dr. Robin Williams, Retired Paediatrician and Public Health Physician. Dr. Williams talked about what kindness means to her and how it impacts leadership.
During our correspondence Dr. Williams said, We could do with a “kindness” epidemic to balance the pandemic one we are all struggling with. What a great idea!
Watch the entire interview here
For more information about Dare to be Kind and how it can benefit the customer experience and your bottom line contact me directly at 905-357-2345 or lflasko@laurieflasko.com
If you would like to sign up for our newsletter and receive Inspirational Tips delivered directly to you inbox email me or visit www.laurieflasko.com Let’s spread Kindness!
People will look all sorts of places and do all sorts of things to better their customer service. Attending workshops, launching new initiatives, holding meetings and so on. Sure, trying all this new stuff can help, but it could potentially be complicating what you have and what you already know.
Much like an easy to follow newsletter, simplicity is key. Before you go venturing into the new this and complicated that, take some time to simplify what it is you do. Customers don’t usually like to jump through hoops when they don’t have to, so why would you as their service provider?
There are two simple questions you have to ask yourself when it comes to your service.
- What do the customers want?
- How are we making them feel?
By giving the people what they want and making them feel good about it, you are in the business of good customer service. It’s easy to think that constant investments, new training and new ideas are going to shake everything up… But if you lose sight of what you have in its simplest form, you could just be complicating things for you and your customers.
-Noah, Training Associate
Check out this video to see what we mean, keeping it simple in this instance probably isn’t what you would expect!
Featured image by Bettina Nørgaard from Pixabay
From your earliest school days, you were likely taught that a good story has a beginning, middle and end. Without getting too caught up in the details, consider yourself an author: you’re writing the story of your customers experience. As though your actions put pen to paper, you control the stories that your customer is going to tell. Much like books, the stories of WOW customer service win awards, make profits and do wonders for those you impact. Every element needs careful consideration, so consider your customers experience with detail for their service beginning right until their ending.
Beginning: What preparation do you have to make customers feel welcomed? Is your website and information easily accessible and accurate? Are there frequently asked questions you can answer? Are you greeting your customers with a welcoming smile? Begin your customers story by ensuring they feel comfortable and ready to take their story beyond just the cover.
Middle: People establish connections with their storybook heroes, so why not try and be their customer-service hero? Establish a connection, get to know your customer and ensure their needs are fully met. Is there anything you can help them with?
End: A story is only as good as its ending. If you set the bar high from your beginning and maintained it all the way throughout your customers experience, a WOW to finish will certainly bring the story home. Is there ANYTHING else you can do to WOW your customer? Are they leaving with the same smiles you started with?
As part of our mini-series “Sunset Service”, I describe an experience I had with an air-tour company in Hawaii, Wings Over Kauai. They did a fantastic job of ensuring their customers needs were met beginning to end. As described, their detailed analysis of a customers needs allows them to ensure they don’t miss out on any chances they have to WOW their customers.
What act of kindness makes you the happiest?
Is it an doing something for someone that is close to us, like family and friends; towards a stranger or an acquaintance; to ourselves or an act of kindness that we observe?
An article published in the Journal of Social Psychology just answered the question: there is no difference. Acts of kindness, regardless of the recipient all make you equally happy!
If you are surprised, rest assured that the researchers were surprised too. Initially, they thought that acts of kindness would be more effective in increasing happiness if they were performed for those who are closer to us, but that doesn’t seem to be the case. However, what we do know is that the increase in happiness in a person from just one act of kindness a week was significant, compared to those who didn’t engage in acts of kindness.
Would you challenge yourself to perform ONE act of kindness a day for a week?
From paying for someone’s coffee, to making a “thank you” note, it all counts!
Let’s start today for just one week and see what is the effect.
Thanks to science, we now know increased happiness is one of them.
