So we are coming to the end of our relationship formula: T.R.A.C.K.


If you have been following along, you’ve learned about Trust, Respect, Appreciation, and open and honest Communication without blame or judgment – all traits practiced by Positive Leaders.(Click the back button on your screen and you can scroll back through those traits.)


The last letter in the acronym is one that I added based on my observation of companies that take exquisite care of their customers and based on what I think most companies need a little more of today. Kindness.


Kindness is a force. It’s a force so strong that the experience of kindness is felt not only in the person who is the recipient of a kind act, but also by the person who delivers it.


In the presence of kindness the body creates the biochemistry of well-being.  Endorphins (the happy hormones) start pumping, immune cells start reproducing, the heart rate and blood pressure slow down and the “pleasure centers” in the brain light up – in both parties. If ever there was a win-win situation kindness is it; that’s why it’s another key to building healthy, happy and harmonious long-term relationships.   


Kindness is not frequently mentioned when I ask clients, “What qualities of a relationship must be present for a relationship to thrive?” You’ve got to admit, it’s a quality that usually gets the short shrift when it comes to the traits we value and “admire out loud,” like bravery, confidence, intelligence, leadership, or the ability to exceed the sales quota.


Yet, kindness is a quality that I have experienced and observed for years in the behavior of both organizations and individuals who are beloved by many and in relationships that thrive. A quality of the heart, it makes the other four qualities shine. 


Kindness speaks of compassion and kinship, and connects people in a special way. It produces a glow, that when appreciated, can last for hours, and as mentioned above, even gives the immune system a boost. It touches the heart and warms the soul; it makes an experience memorable.


Kindness is easy to produce, doesn’t need a special budget, has long lasting effects and doesn’t require technical training. Kindness wears many costumes. It can be simply dressed in a smile, a friendly gesture or a sweet tone of voice. It can be more elaborately clothed in the willingness to pitch in, stay late, clean up and help out when someone needs us. When we are sensitive to another’s needs and go the extra mile to meet, exceed or anticipate them, we are being kind. 


Kindness helps relationships flourish. It helps them expand and grow. Yes, even in (especially in) business! Kindness speaks of a mindfulness that is sorely needed in business today. Since employees are likely to “catch” the emotions of their leaders, it starts with you.


But beware, Kindness is hard. It’s easier to ignore those in need of our kindness than to stop and see what we can do. It’s easier to push our own agenda, which we know so well than to slow down and see what matters for the other. It’s easy to believe the cultural dictum that we need to be tough to get ahead because it doesn’t require that we search our own hearts for what’s right.


I urge you to be kind anyway. I urge you to use kindness as a strategy for bonding and building relationships – the kind that last.


How many places can you find to use kindness as a powerful tool for relationship building in your business?


Find five places to add a little kindness today, six tomorrow and seven the day after that. A practice of kindness will revolutionize your customer care (internally and externally), buffer the effects of a harsh world, and benefit your health and the health of others. Kindness researchers are finding that people who are the recipient of a kind act are more likely to pass that kindness along to another immediately afterward. That extends your impact!


Is Your Company on TRACK for Relationship Success?


You now have my whole “on T.R.A.C.K.” formula to put in action at your organization. 

Start asking questions about where your company culture supports these important five qualities and where your practices, policies or even your beliefs might be eroding them.


Every company I’ve ever worked with discovers something worth improving. When your ultimate goals are customer (and employee) happiness, return business, referrals and positive word of mouth, you’ve got to be sure your relationships are on TRACK to achieve them.

Remember, in today’s business world if you are not getting better, you cease being good.


Ready to take the next step? Looking to discover the truth about your culture?


Get our very Special Report – The Deeper the Roots, The Sweeter the Fruits

If your culture is not yielding ‘sweet rewards’ like growth, peak performance, loyalty, happiness and profits the roots could be in the 19 ‘unseen qualities’ that operate under the surface in your culture.

Learn how to consciously and deliberately work with those qualities to build a culture that supports your customer happiness and loyalty goals. 

Click here: The Deeper the Roots, The Sweeter The Fruits

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