Thursday Thoughts... The Experience Economy: Why Kindness is Key
Sunday night, my wife and I picked up my mother-in-law, Chris, from the airport. Over the past year, since my father-in-law Doyle passed away, Chris has been navigating a lot of new challenges. When you’ve spent decades teaming up with your best friend, you naturally split up responsibilities. Now that he’s gone, Chris has been stepping into roles that were unfamiliar to her, not because she couldn’t do them, but because on a good team, responsibilities are allocated to the person best suited to complete them.
Take snow blowing, for example. Doyle always handled it – his size and strength combined with his willingness to handle the cold, so his family didn’t have to, was a way he faithfully served. Another thing he always took care of was booking flights. So recently when Chris needed to book a flight using credits and miles, it felt daunting.
On our drive home, Chris told us how nervous she’d been about the process. The part of the story that stood out to me was what she said next. She told us that before calling Delta, she paused to pray - not for a great deal, not for a perfect schedule, but for something much simpler. She prayed that the person she got when calling in would be kind.
That really stuck with me. Chris wasn’t focused on the outcome; she was focused on the experience. I’m happy to report that she did get someone kind. The man she spoke to at Delta Air Lines was patient, helpful, and made the process easy for her. His kindness turned what could have been a stressful situation into a positive one. That story stuck with me because it’s such a perfect example of how much kindness matters - in both our personal lives and in business and it’s the inspiration for this week’s thoughts.
It’s amazing how powerful small acts of kindness can be. Maybe it’s a kind word, a patient response, or just taking the time to listen, the way we treat others often leaves a bigger impression than we realize.
We’ve all had personal moments where kindness made a difference in our lives, but her story is a lesson for business too. Customers don’t just remember the products you sell or the services you provide - they remember how you made them feel. That Delta representative probably didn’t think twice about the call, but for Chris, his kindness made all the difference. It also resulted in her choosing to call Delta the following week to book a flight for a trip she is planning to take next spring.
The truth is people don’t buy products; they buy experiences. How you treat people, whether it’s a customer, a coworker, or a business partner, often matters more than what you’re offering. A kind word or a helpful attitude can turn a negative situation into a positive one, and those moments are what create loyalty and trust.
The moral of the story is that kindness isn’t just a feel-good idea; it’s good business. When employees feel supported and valued, they’re more productive and engaged. When customers feel cared for, they come back, and they tell others. In a world where competition is fierce, kindness is a way to stand out. It builds stronger relationships, creates loyalty, and drives collaboration. Whether we’re leading a team, serving customers, or working alongside others, treating people well isn’t just the right thing to do - it’s the smart thing to do. It builds trust, strengthens relationships, and creates a culture where everyone can thrive.
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One of the most powerful things about kindness is that it doesn’t stop with one interaction. It ripples outward. Chris’s story didn’t just make her day better, it gave her something to share with me, and now I’m sharing it with you. That’s the power of treating people well. Whether it’s in a business setting or a personal one, the way we treat people creates a ripple effect that can spread far beyond the moment.
That Leads Me to This Week’s Challenge…
This week, think about the role kindness plays in your life and work. Be intentional about treating people well, whether it’s a customer, a coworker, or a friend. Be the kind voice on the other end of the line, the patient teammate during a tough moment, or the supportive listener when someone needs encouragement. And if you’re on the receiving end of kindness, take a moment to appreciate it, and maybe even pass it on.
I’m thankful you took the time to read this, for choosing to work, and for being part of what makes this world amazing.
Thank you for reading this week’s Thursday Thoughts! If this reflection resonated with you, I’d love for you to:
Let’s keep building a community where kindness isn’t just a value but a way of life. Thank you for being part of it!
Customer Experience Specialist
3 个月It is truly astonishing what being kind can do. Yes, there will be times you treat someone with kindness but they don't reciprocate, however the times that it makes someone smile or turns a dark day slightly brighter far outweighs that. Thanks for sharing, Jed!