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

Values Make the Difference

This is the strongest conclusion I have reached; it is the core statement of this book. Whether from the founders of the organization or the current leadership of the company, I am convinced of the fact that values play the most significant role in determining how customers and employees are treated in any organization. Notice that I didn’t say, “a” significant role. I said, “the” significant role. I challenge anyone to show me otherwise.

Just as in families, there are beliefs in companies that are transparent to employees and customers alike. Some have shallow, limited values; others thrive in deep, constant abiding faith in their values. In either case, the levels of commitment to these respective values are clear ...