Becky Vaughn-Furlow, Business Columnist 5:00 p.m. CT March 4, 2017
The AFLAC duck is seen in an image released by the company. Linda Kaplan Thayer's small advertising firm won the Aflac contract. Aflac contacted her to pitch an idea for an ad campaign because of referrals by influential individuals she had been kind to by taking the time to give them free advice over lunch.(Photo: AP Photo/Aflac)
Being kind or being nice is not being passive or being a pushover. Instead it is the epitome of ethical behavior. Treating other people like you would like to be treated, whether it is co-workers, customers or managers, does pay off in all relationships, including professional relationships, personal relationships, at home and on the job.
It pays off in businesses. If you don't believe it, just check out Chick-fil-A's financial success. Employees of the very successful restaurant chain are trained to say "please" and "thank you." These are simple things that are the secret to the company's success. According to a report, Chick-fil-A employees said "thank you" in 95.2 percent of drive-thru encounters, based on data from 2,000 restaurant visits to 15 restaurant chains. In 2015 Chick-fil-A generated more revenue per restaurant than any other fast food chain in the U.S. Average sales per restaurant were nearly $4 million.
RELATED: Vaughn-Furlow: Customer service is not dead
ALSO READ:Want a good manager? Invest in training
Superior customer service drives higher sales per unit and far outpaces other chains like KFC, Pizza Hut and Dominos with more than twice as many U.S. locations. One of the big differences is hiring the right kind of employees who embrace the company's culture, followed by the amount of time and money spent on training employees.
Kindness emerges from those who are confident, compassionate and comfortable with themselves. Kind individuals are loving and giving out of the goodness of their heart. It is in their nature to care and exhibit kindness with no ulterior motives. Niceness is being pleasant or agreeable to others, sometimes conforming to what they believe society expects or sees as "nice." The "nice" person is often focused on doing nice things in order to be perceived by others as being a nice person. I think the defining difference is that people can be trained and instructed to be nice but the exhibiting of kindness comes from the heart and is a core value.
The kind treatment of people is unfortunately undervalued in many businesses and other organizations. It is one of the most important qualities of a healthy workplace culture. It inspires a higher level of employee engagement. When the leadership of an organization possesses this quality it filters down through the entire business, enhances teamwork and results in excellent customer service.
Being kind is a trait missing in so many people, being replaced by arrogance and egotistical behavior. It is not a sign of weakness but instead a true sign of strength demonstrated by positive deeds and actions. It shows the deep-down motivation from the heart. No one wants to work in or do business with an organization that is arrogant or ruthless.
An example of how kindness has paid off is the story of the creation of the famous Aflac duck. It was introduced in 1999 by Linda Kaplan Thaler's small advertising firm. As it turned out, Aflaccontacted her to pitch an idea for an ad campaign because of two referrals by individuals who were influential people she had been kind to by taking the time to give them free advice over lunch. Thaler won the lucrative contract, and the Aflacduck has since become a TV sensation allbecause of thekindness being shown with no ulterior motive. The firm now has over 700 employees and accounts worldwide.
To get it down to each of us, think about places you like to shop and go back to because of the way you are treated. On the other hand, there are businesses you avoid because of poor customer service and rude treatment. We often pay more for products and services from the places where we feel appreciated and are treated well. And on top of that, we share with our friends, family, neighbors, anyone who will listen, about the bad experiences at businesses we don't patronize anymore. The referrals we make from being treated well are more valuable to a business than many dollars spent in advertising. There is nothing more valuable as a personal testimony.
Can you make a commitment to altruistic behavior to improve your customer service? We never know how much a customer or person we come in contact with needs a smile, a kind word or a listening ear. A phone call, card, email or text sent to someone who is ill, lonely or otherwise going through difficult times has such a positive impact and it takes so little effort, time or money.
When you are kind to others it will help you with your attitude and somehow lighten the load of your own burdens. Some of the kindest people I know are themselves dealing with inner struggles that most people are not aware of. You have read that it takes more muscles to frown than to smile. Try placing a small mirror in a place you can see yourself as you answer the phone. A smile comes across on the phone in your voice tone even though the customer can't see you.
You have the ability to satisfy the customer and gain satisfaction in a job well done as well asincrease customer loyalty. Keep in mind, customers are the reason you have a job. Enjoy making a difference in the customer experience and increase your value and success of your business.
Contact Becky Vaughn-Furlow at bvaughnfurlow@gmail.com.
Read or Share this story: http://on.thec-l.com/2lJzud4
Original post:
Much to be gained from Golden Rule - Jackson Clarion Ledger
- Golden Rule Plumbing, Heating & Cooling - December 19th, 2016 [December 19th, 2016]
- Golden ratio - Wikipedia - December 30th, 2016 [December 30th, 2016]
- Golden Rule: Treat People as You'd Like to Be Treated - January 2nd, 2017 [January 2nd, 2017]
- Rockwell's "Golden Rule" - Norman Rockwell Museum - The Home ... - January 2nd, 2017 [January 2nd, 2017]
- Golden calf - Wikipedia - January 16th, 2017 [January 16th, 2017]
- Live by the Golden Rule (pledge/petition/proclamation ... - January 19th, 2017 [January 19th, 2017]
- Matriarchy - Wikipedia - January 23rd, 2017 [January 23rd, 2017]
- The Golden Rule | Our Daily Bread - odb.org - February 1st, 2017 [February 1st, 2017]
- Golden LivingCenter Golden Rule - February 1st, 2017 [February 1st, 2017]
- Opinion: No room for walls in Gospel's Golden Rule - The Catholic Register - February 7th, 2017 [February 7th, 2017]
- Let the Golden Rule be our response locally and globally - Berkeley Independent - February 7th, 2017 [February 7th, 2017]
- Rev. Jeff Bobin: The Golden Rule - GoErie.com - February 7th, 2017 [February 7th, 2017]
- No Gods, No Masters: Live the Golden Rule - Dissident Voice - February 7th, 2017 [February 7th, 2017]
- Good neighbors and the Golden Rule - WiscNews - February 11th, 2017 [February 11th, 2017]
- Shock on The Voice UK as coaches break a golden rule of the show and meet rejected Blind Audition singer Ciara Harvie - Radio Times - February 12th, 2017 [February 12th, 2017]
- Health Insurance to Meet Your Needs & Budget | UnitedHealthOne - February 12th, 2017 [February 12th, 2017]
- Trenton man reminded of Golden Rule in wake of Quebec attack - Northumberland News - February 13th, 2017 [February 13th, 2017]
- Following the golden rule in times of tumult - College Heights Herald - February 14th, 2017 [February 14th, 2017]
- The Golden Rule of Business - Times-Citizen Communications - February 15th, 2017 [February 15th, 2017]
- A Fool's Golden Rule - Word and Way - Word and Way - February 15th, 2017 [February 15th, 2017]
- h3cz: The Golden Rule of Twitter - Dexerto - February 16th, 2017 [February 16th, 2017]
- LETTER: Living by 'Golden Rule' would defeat ISIS - Daily Record - Daily Record - February 16th, 2017 [February 16th, 2017]
- Motivating Your Team: Why The Golden Rule Doesn't Always Apply - Forbes - February 16th, 2017 [February 16th, 2017]
- Would golden rule survive if we were under siege? - Port Huron Times Herald - February 20th, 2017 [February 20th, 2017]
- Apply the Golden Rule to lift results - Business Management Daily - February 22nd, 2017 [February 22nd, 2017]
- 57th District It's the Golden rule: J. Central moves into 7th straight finals - The Independent - February 23rd, 2017 [February 23rd, 2017]
- The Golden Rule of Social Selling: Solve Your Customer's Problem - Business 2 Community - February 24th, 2017 [February 24th, 2017]
- From mushroom picker to deputy sheriff: Herc Avello relishes golden rule - Daily Local News - February 24th, 2017 [February 24th, 2017]
- United Way to present Golden Rule-Lightkeepers, Fabric of our Community Awards - Jacksonville Daily News - February 24th, 2017 [February 24th, 2017]
- Ron Forthofer: To live by the Golden Rule, we must recognize the 'others' - Longmont Times-Call - February 24th, 2017 [February 24th, 2017]
- Measuring life by the Golden Rule ... not a cellphone app - Bristol Herald Courier (press release) (blog) - February 25th, 2017 [February 25th, 2017]
- Apply the Golden Rule to immigrants - Statesman Journal - February 28th, 2017 [February 28th, 2017]
- Five golden rules to always be in profit when you invest in equities - Economic Times - March 1st, 2017 [March 1st, 2017]
- Email and The Golden Rule - Memphis Daily News - Memphis Daily News - March 1st, 2017 [March 1st, 2017]
- Is the Golden Rule Still Alive and Well in America? - Huffington Post - March 1st, 2017 [March 1st, 2017]
- Engineering's Golden Rule - Sourceable - March 2nd, 2017 [March 2nd, 2017]
- Golden Rule of Chaplaincy: Thy Shoes Matter - Boston.com - March 3rd, 2017 [March 3rd, 2017]
- Career Corner: The Golden Rule - Journal Record (subscription) - March 3rd, 2017 [March 3rd, 2017]
- OPINION: If only our institutions practiced the Golden Rule - Opinion ... - Nantucket Island Inquirer - March 7th, 2017 [March 7th, 2017]
- Biffy Clyro swap The Golden Rule for the Golden Can as they receive Tennent's Lager award - Glasgow Evening Times - March 9th, 2017 [March 9th, 2017]
- In the Neighborhood: A Meditation on the Golden Rule, Cheaters, and Prophets - Patheos (blog) - March 11th, 2017 [March 11th, 2017]
- Ferrari's Golden Rule: No Pink Cars - The Drive - April 8th, 2017 [April 8th, 2017]
- Letter: Remember the Golden Rule - Asheville Citizen-Times - April 8th, 2017 [April 8th, 2017]
- Remember the Golden Rules During ATV Safety Week - Legal Examiner - June 6th, 2017 [June 6th, 2017]
- The ATRA Golden Rule Warranty Program - June 9th, 2017 [June 9th, 2017]
- Historic Golden Rule Peace Boat on its way to Noyo Harbor! - Ft. Bragg Advocate-News - June 10th, 2017 [June 10th, 2017]
- The Golden Rule is universal - Montrose Daily Press - June 10th, 2017 [June 10th, 2017]
- Lawmakers should practice the Golden Rule - Times Daily - June 11th, 2017 [June 11th, 2017]
- Golden rule - Northwest Arkansas Democrat-Gazette - June 13th, 2017 [June 13th, 2017]
- Argentina's national football team reaches out to The Golden Rule ... - Coconuts - June 14th, 2017 [June 14th, 2017]
- What Is the Golden Rule? - East Texas Review - June 14th, 2017 [June 14th, 2017]
- The Not So Golden Rule - HuffPost - June 14th, 2017 [June 14th, 2017]
- Let's give the 'Golden Rule' a try; it can't hurt - Montana Standard - June 14th, 2017 [June 14th, 2017]
- The Golden Rule of Online Dating - HuffPost - June 16th, 2017 [June 16th, 2017]
- Golden rule: Warriors beat Cleveland Cavaliers in Game 5, clinch championship - Arkansas Online - June 17th, 2017 [June 17th, 2017]
- Apple's Stock Will Treat You Just Fine If You Remember This One Golden Rule, Jim Cramer Reveals - TheStreet.com - June 17th, 2017 [June 17th, 2017]
- Anti-nuclear peace boat moors in Bodega Bay - Sonoma West - June 17th, 2017 [June 17th, 2017]
- At this water park, inclusion is the golden rule - Mother Nature Network - June 17th, 2017 [June 17th, 2017]
- Kiwanis Club honors students for following the Golden Rule | Local ... - Chippewa Herald - June 17th, 2017 [June 17th, 2017]
- Bishop: A Golden Answer to Every Problem - Florida Today - June 20th, 2017 [June 20th, 2017]
- Golden Rule Charter School - June 21st, 2017 [June 21st, 2017]
- The Three Golden Rules of Tax - MinuteHack (registration) (blog) - June 22nd, 2017 [June 22nd, 2017]
- Heimerman: Officer reminds us of the golden rule | Daily Chronicle - DeKalb Daily Chronicle - June 22nd, 2017 [June 22nd, 2017]
- REV. TONY ELDER: Be a person of integrity in dealing with others - Rockdale Newton Citizen (press release) (registration) - June 23rd, 2017 [June 23rd, 2017]
- Kids Learning Golden Rule Applies to Treatment of Animals ... - Noozhawk - June 26th, 2017 [June 26th, 2017]
- The Golden Rule of Online Dating Photos - The Good Men Project (blog) - June 26th, 2017 [June 26th, 2017]
- The Golden Rule Manila Bulletin News - Manila Bulletin - June 26th, 2017 [June 26th, 2017]
- A golden rule from Golden, CO: Please stop driving so loudly - 9NEWS.com - June 30th, 2017 [June 30th, 2017]
- Following the Golden Rule will help keep everyone safe while out enjoying the lakes this summer - Stanly News & Press - June 30th, 2017 [June 30th, 2017]
- Profiting from the Golden Rule - Valdosta Daily Times - July 3rd, 2017 [July 3rd, 2017]
- Sheriff's Tips: The Golden Rule - American Rifleman (press release) (blog) - July 14th, 2017 [July 14th, 2017]
- OPINION: The 'Golden Rule' in the face of a negative climate - Petoskey News-Review - July 14th, 2017 [July 14th, 2017]
- Golden Rule boat sails to Sacramento promoting nuclear ban | The ... - Sacramento Bee - July 14th, 2017 [July 14th, 2017]
- Promoting civility and practicing the Golden Rule every day - The Hill (blog) - July 14th, 2017 [July 14th, 2017]
- Golden Age Design Pops up at the Golden Rule in Excelsior - Midwest Home Magazine (registration) (blog) - July 14th, 2017 [July 14th, 2017]
- Is the Golden Rule Still Golden? - HuffPost - August 6th, 2017 [August 6th, 2017]
- Following the Golden Rule - Register Pajaronian - August 6th, 2017 [August 6th, 2017]
- Religion column: Follow the 'Golden Rule' - Daily Press - August 6th, 2017 [August 6th, 2017]
- Golden Rule Peace Boat moors in Monterey on voyage against nuclear weapons - Monterey County Herald - August 25th, 2017 [August 25th, 2017]
- Golden Rule recommended by Communities of Faith - Victoria Advocate - August 25th, 2017 [August 25th, 2017]