It startled me even as these words came out of my mouth. And the students at Ohio State’s Fisher Business school would not let me get away without proof. Here’s what I told them:
1. Authentic kindness (not paternalism) recognizes human dignity. Job satisfaction studies prove that “respect” is at the top of what high performers seek. Our organization’s turnover is low, and productivity is high because people realize they, and their work is valued and recognized. We do old-fashioned things like saying thank you, verbally, in writing and with profit sharing. In monetary terms, stable and well-trained workforces both save and make more money.
2. There is truth in the old saying that “people don’t buy from companies, they buy from people”. Relationships versus transactions require trust; trust is best created by treating others as you wish to be treated. The relationships we have fostered with our clients create stable income and profit. Timmy and my relationship with Raising Cane’s Chicken Fingers began 25 years ago this June. Caitlin built a digital version of the WorkPlace Media concept we tested when she was a teenager, and her firm retains three national brands and two employees that were on our roster in the 90s.
3. Kindness allows for imperfection and in business, that can come in handy. Letting go of clients, vendors and employee mistakes can pay off handsomely when it is our turn to goof up since, inevitably, mistakes cost money. Sharing consequences builds trust.
The idea of profitable kindness requires several cautions, each I’ve learned the hard way.
· Kindness makes you vulnerable.
- The lumps are substantial, especially when they are unexpected. That’s probably why more businesses choose power over kindness, it’s less painful. We occasionally lose short term by choosing kindness over power but our gains last longer.
· Kindness requires mutuality.
- The bible says turn the other cheek. If I were a better person, I would. But as soon as it’s clear that my kindness won’t be returned, I simply walk away.
· Kindness requires boundaries.
- Let’s call this one “loving truth”. If a client, employee or vendor creates an issue, it’s not always easy to provide a clear path for correction but transparency is essential for trust. Constructive criticism hurts at times but is essential (both ways) to build durable relationships.
My eyes were opened in the early days of my career when I noticed a paradox that still puzzles me today. Why would we treat workers, vendors or clients poorly when your own success depends on them? It just never made any sense to me. I made the conscious choice to become the best employer, agent and partner I could be.
Kindness takes more time and often hurts short term, but it pays big dividends over time.
Peace,
Tim McCarthy
