The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

by Ed Horrell

Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness. Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty. Based on extensive research and featuring real-life examples from companies known for their outstanding customer service such as L.L. Bean, FedEx, and Chick-fil-A, The Kindness Revolution examines how eliminating indifference in the workplace from the top down helps fuel unbelievably positive customer interactions. The book shows readers what "kind" companies have in common--a widespread culture of dignity, respect, courtesy, and kindness--and how to replicate it at their own organization. Inspiring and practical, The Kindness Revolution shows readers how to take the critical step toward truly outstanding--and self-perpetuating--customer service.

Genres: Nonfiction, Business

198 pages, Hardcover

First published August 16, 2006

Reviews

[Tami · Rating 5 out of 5]

Customer service is dead. At least it seems to be everywhere I go. I've grown used to sales clerks who would rather chat amongst themselves than help me with my purchase. I don't even bat an eye when the sales clerk is incredibly rude when I want to return an item. I even hunker down for a long wait when phoning a 1-800 number as I know I'll be on hold for quite a while.

Don't they know that my purchase pays for their salary? Don't they care that I might never buy from them again? Don't they realize that after such service I will tell all my friends, relatives, colleagues, and anyone else who will listen about my experience?

Imagine a company that answers all it's calls on the first or second ring? How about a business that replaces an item without a receipt? What about a place that actually calls you by your first name?

The Kindness Revolution says that such companies actually exist. These businesses have noticed a sliding trend in customer service and don't intend to be part of the problem. They also realize that happy customers come back, spend money, and bring friends.

[Dana · Rating 4 out of 5]

Well, where the heck is customer services these days?! This book proves that kindness revolutions should be in place EVERYWHERE. I especially enjoyed Horrell's sections on "what can we learn" and "applying these lessons to business." These real-life examples from major companies prove that sometimes a little kindness goes a long way.
I often tell people that I can train anyone to write a good story and ask the right questions but I can't teach them how to be flexible, hard-working and cooperative. Luckily, I'm on the right track, hiring for personality over skills -- and I think it's served my department, and company, well.
The best quote, by far, was from Bruce Nordstrom when he was asked who really trains the salespeople. His answer: "Their parents." So true, so true ...

[hemlet kiai · Rating 4 out of 5]

Inspiring