Corporate Kindness and the Restaurant Industry

Introduction

Despite not being valued in the corporate world, kindness should be taken more seriously by business leaders. Many business practices emphasize aggression and competition, and leaders often engage in cold and domineering behavior. However, companies that engage in unkind behavior may face negative consequences. For example, British Airways and Virgin Atlantic faced backlash for their treatment of staff, Boohoo's share price suffered due to claims of malpractice in their supply chain, and Amazon's career development campaign may appear insincere to workers who have protested unsafe working conditions.

What is corporate kindness?

Corporate kindness can be defined as the deliberate and genuine acts of generosity, compassion, and empathy in business practices and interactions with stakeholders. It involves putting the well-being of employees, customers, and the environment at the forefront of business decisions, rather than solely focusing on profit and competition.

In their article “The Corporate Kindness, The Why and How" (2018), the authors, Kim Cameron and Wayne Baker, argue that corporate kindness is a key factor in promoting positive organizational outcomes, including employee well-being, customer satisfaction, and financial performance. They propose a model of corporate kindness that involves four key elements: compassion, integrity, forgiveness, and gratitude. They provide examples of companies that have successfully integrated kindness into their business practices, such as Southwest Airlines and Starbucks.

Why it matters?

A recent poll conducted for the strategy consultancy BritainThinks found that seven in eight people in don’t want life to return to the way it was before the pandemic. The poll suggests that there is a growing desire for a more compassionate society that prioritizes time off with family and friends, cares for the environment, and ensures high levels of employment. In today's world of work, kindness is no longer a luxury, but a necessity. Organizations that demonstrate genuine kindness will benefit from increased customer and employee loyalty, while those that fail to do so may face negative consequences such as boycotts and bad publicity.

Corporate kindness in practice

Here are some ways that companies are using or may use to foster more kinder behavior:

1. Support employee well-being: Companies can provide wellness programs, flexible work arrangements, and mental health support to employees.
2. Promote diversity and inclusion: Companies can create a diverse and inclusive workplace by hiring and promoting individuals from different backgrounds and ensuring that everyone feels valued and respected.
3. Give back to the community: Companies can donate to charitable causes and volunteer their time to support local organizations and initiatives.
4. Minimize environmental impact: Companies can reduce their carbon footprint by implementing sustainable practices and promoting environmental stewardship.
5. Ethical business practices: Companies can act with integrity by adhering to ethical business practices, including fair labor practices, transparency, and honesty.

“

Good behavior can spread in the same way that bad behavior does. The key to unleashing kindness in your organization is to create the conditions under which it will become contagious” - Bill Taylor

Leaders and followers role in nurturing corporate kindness

Everyday interactions are the starting point or the endpoint of kindness. Regardless of our position, we make choices every moment about how kind we are to the people around us. Over time, these everyday choices can have an impact on the behavior of organizations, either positively or negatively.

In his article in Forbes, Phil Lewis suggests the following 5 Cs to practice for human in general and leaders in particular:

Clarity: In numerous workplaces, there is a lack of clarity regarding the expectations of leaders in terms of tasks, objectives, targets, etc. As a result, employees are unable to gauge their performance and the potential consequences of falling short, leading to anxiety and uncertainty. This not only causes discomfort for employees but also results in wasteful inefficiencies for the organization. Therefore, it is crucial to provide clarity by defining standards, boundaries, and expectations and holding employees accountable when they fail to meet them.

Candor: It is not natural for humans to excel in situations that lack clarity. Additionally, we tend to create stories to make sense of uncertain circumstances. Therefore, being truthful is the kindest approach. This involves expressing oneself with transparency, straightforwardness, and sincerity, especially when facing changes. Candor is crucial, particularly when the information being conveyed is negative.

Compassion: A significant portion of the population juggles a variety of challenges, both big and small, in their personal and professional lives. Neglecting to recognize this reality is not only lacking in empathy, but it can also negatively impact a company's success. When organizations fail to acknowledge and accommodate their employees' individual needs and circumstances, it can lead to a lack of commitment from staff, resulting in decreased productivity and a diminished potential for innovation. It is considerate to attempt to empathize and understand the difficulties others face while still prioritizing the other four ‘C’s.

Courage: Providing assistance to others can be challenging because it entails providing them with what they require, even if it isn't what they desire. The truth is that kindness does not always equate to doing what is convenient; in fact, it may often require the most difficult path. In this sense, courage is frequently the fundamental component of kind deeds. Unfortunately, courage is also the least common trait in organizations that are considered unkind.

Consistency: Many leaders still implicitly follow the adage "Do as I say, not as I do." However, behaving in a manner consistent with the actions you anticipate from others - consistently and throughout the day - is considerate to both you and them. This practice showcases and strengthens your personal sense of integrity while also fostering an environment where individuals feel secure and comprehend the expected behavior. Conversely, a lack of consistency is unkind as it generates uncertainty, leading to ambiguity once again.

To sum it up: Corporate kindness is not merely a concept that makes people feel good. Instead, it is a crucial business strategy. By creating a culture of kindness and respect, companies can enhance employee engagement, productivity, and loyalty. This fosters a positive reputation and attracts top talent.

References:

Bill Taylor, Making Kindness a Core Tenet of Your Company, https://hbr.org/2018/11/making-kindness-a-core-tenet-of-your-company

Phil Lewis, Forbes https://www.forbes.com/sites/phillewis1/2020/07/20/why-kindness-in-business-is-no-longer-optionaland-what-being-kinder-involves/?sh=4219c3b24f70