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The Power of Kindness and Empathy in the Workplace


Something that has been on my mind is the regular news around toxic workplace cultures being one of the core reasons for people leaving their jobs, or starting their own businesses. But where does this come from? Who is responsible for this? How can it be changed?

Let's chat about something super important in the business and retail world: kindness and empathy. You might think these are just nice-to-haves, but they're actually game-changers for building brilliant teams, creating amazing workplace cultures, and making customers really happy whether you provide products or services.



Building Empowered Teams and Amazing Cultures starts with the Leadership team

Imagine working in a place where your boss actually cares about you. They know your name, your favourite coffee, and maybe even how your dog is doing. When they say hi and ask you how you are in the morning - they actually stop and listen to the answer! Sounds great, doesnt it? When leaders genuinely take the time to get to know their team and invest in them, it creates a positive vibe. People feel valued and are more likely to give their best. This is especially true in retail, where every customer interaction matters. But whatever business you work in people dont just buy from people they like but they also continue to work for people they like, admire and want to learn from.


The Ripple Effect on Productivity and Client Satisfaction

There is no doubt then that happy employees means happy customers. It's that simple. When your team feels appreciated, they’re more enthusiastic and willing to go the extra mile. This leads to better service and happier customers who are more likely to come back. So, it's a win-win all round.


You may have heard the story of a young guy working two jobs. At his first job, a local coffee shop, he’s like a ray of sunshine, chatty, helpful and on the ball. Why? Because his bosses treat him with respect and give him flexibility. He thrives, feels valued and enjoys chatting with customers, making them feel special too.

But at his second job, it’s a different story. The environment is toxic. His bosses use checklists and punitive rules to control everything. There’s no room for personality or joy. So, he’s just there for the paycheque, doing the bare minimum, and it shows in his work, attitude and demeanour. He adds no extra value to the customer. Which would you prefer to have working for you? Mr Sunshine or Mr Lacklustre?


The Leadership Difference

The difference between these two experiences lies in the leadership approach. Leaders who prioritise kindness and empathy make their employees feel like valued and essential parts of the team. They recognize contributions, provide constructive feedback, and listen to ideas, fostering a sense of ownership and pride in their work. Such leaders understand that their frontline employees are the embodiment of their brand values. By investing in their people, they create a workplace where employees are motivated to perform at their best.


However, I believe we all play a part in our environment. If our leeadership teams and bosses are setting the example, then its easier to embed and carry through. Whether it is offering to lend a hand with a task, picking up lunch for a colleague with a deadline, offering words of encouragement, bringing in food for a meeting or a milestone achieved; the more we help and put ourselves in the service of others offieringsmall acts of kindness or support, the more satisfaction we will also get from our workplaces. Pulling together to assist that deadline, or complimenting a colleague on a presentation can go a long way on making small steps in de-toxifying a culture and making it a more enjoyable place to work.


The Takeaway for Business Leaders

So, why do so many retail and service based businesses miss the mark on this? They forget that happy, empowered employees lead to happy customers. Investing in your team’s well-being isn’t just nice; it’s smart business. When employees feel good about where they work, they’re more likely to provide great service. Happy employees are more likely to provide exceptional service, leading to delighted customers who are more likely to return.

In a nutshell, fostering a workplace culture rooted in kindness and empathy its not just a feel-good strategy; it is a business imperative. By empowering employees and treating them with respect, all businesses can build robust, productive teams that drive growth and enhance customer satisfaction. And that’s the secret sauce for building and maintaining a thriving business.


So, let’s make kindness and empathy a priority on the same level as your big picture vision, strategy or revenue targets and watch how it transforms your team and boosts your bottom line at the same time!

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