The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

Kindness at the Core

Something was becoming very clear to me as I continued to stroll around the facility. First of all, there was a great deal of trust that had been put into these people from both their employer and its customer, FedEx. Second, it was clear that the work was done with pride and dignity. Every employee I visited spoke with pride of his or her work and talked about how it fit into the big picture. Most measurable was the kindness. From the way I (an unannounced visitor) was welcomed to the support that they showed for each other, it was incredible.

It was described in the Baddour Center’s annual report like this: “What emerges from this small volume with poignant clarity is an affirmation of life’s most precious treasures: love, ...