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
Quote of the Month: Seth Godin
“The smartphone is the most expensive device most people own, and the one they use the most.
Here’s everything you can’t have, can’t afford and won’t get, right here.
Here’s everyone you want to have an argument with, one click away.
Here is every piece of bad news we can imagine, much of it imagined instead of real.
Connection is powerful and magical. It’s also enervating, is
subject to manipulation and addictive.”
---Seth Godin
Song of the Month: "Dark Star" by Crosby Stills and Nash
Editor’s note: The last few years I’ve enjoyed digging more deeply into my favorite band of all time. In doing so, I’m getting back to some of their more obscure songs, such as this one. The pace, harmonies, instrumentation and lyrics in this song show CN&Y at the top of their game.
Favorite lyrics:
“It’s easy to be with you
Even with the storms that rage beneath your search for peace
…my heart is once again my soul
We touched, we did, you know we did, no more teasing now”
Book of The Month: “The Demon of Unrest", by Erik Larson
Larson adds great research to his ability as a great storyteller. He makes actual history more interesting. While it is not his best book, partly due to comparing that period to today, he covers a five-month period I knew nothing about.
Instead of favorite excerpts this month, here are three things I never knew before reading this:
· Secession by southern states was a threat for many, many years
· The tipping point was very specifically Lincoln’s election
· Even then, it took five months from his election to a month into his presidency for Fort Sumpter to become the immediate cause of the Civil War
Truly Funny: Brothers
My two brothers, Miller and Terry, were very fiery personalities, often hanging on the precipice of fistfights. They were also quick witted and funny. During one dinner at a very fancy restaurant, I watched the kettle boiling between the two. At its peak, Terry stood up and announced, “GD, Miller, I’m not going to sit here and take this abuse just for a $50 steak”. Silence for a moment, then Miller looked at Terry and said, “You ordered the steak?”. They and everyone else at the table fell into laughter and the moment passed.
