💖 Make kindness part of your customer experience

My father made kindness his life.

For much of my adult life, he volunteered in food kitchens, manned the master gardener booth, painted signs, led scout groups, cleared park blocks, and gave out free rides to those in need.

His heartfelt acts of kindness were commonplace. (Though, it’s unlikely he would have named them as such.)

As he grew older, his movements became more constrained and isolation began to take a toll.

“O.k. Dad, go through the drive through at McDonald’s,” I prescribed one afternoon. “Order yourself some coffee and then simply pay for the car behind you.” That small act of kindness would ripple love through my dad’s day, the recipient’s day – and even the day of the person behind the window.

Witnessing kindness inspires kindness.

I hereby prescribe the same for you. Take a break from marketing and selling this week and celebrate National Random Acts of Kindness Week. Instead commit a daily act of kindness for your clients, prospects and community.

Here are 10 ideas to make someone smile:

  1. Get your own custom stickers printed and send them with hand-written notes.
  2. Send a meaningful referral out of the blue.
  3. Tip the housekeeping team at the next hotel you visit.
  4. Give someone a hug.
  5. Leave a sticky note of encouragement in a random place.
  6. Tell someone they inspire you.
  7. Help your client deal with a difficult situation. (Business or personal.)
  8. Donate to a charity.
  9. Write a note of appreciation on a dollar bill – and put it in the next tip jar. (I paint random rocks of kindness and leave them in tip jars!*)
  10. Call someone special and tell them you love them.


💡 Are You Ready to Out Care the Competition?
Discover how to make your firm stand out by offering a strong client experience and developing a powerful and appealing brand. I can help. I offer a workshop, Out Care the Competition, how to use the power of brand and client experience to differentiate your firm. Book me here!

 

* My random rocks of kindness.

Will robots rule the financial services industry?

Daniel H. Pink wrote one of my favorite books, A Whole New Mind, way back in 2006. And he absolutely knew the answer.

No. And yes.

There are many interesting tidbits of research in the book. Perhaps the most relevant to our world of financial services is his admonition that the talents associated with the Information Age will be quickly outsourced. In his idea of the Conceptual Age, leaders must master a multitude of right-brain aptitudes.

  • DESIGN. Beauty, whimsy and emotional engagement.
  • STORY. Compel and connect narratives.
  • EMPATHY. Understanding and care.
  • PLAY. Lightheartedness and fun. (See whimsy above.)
  • MEANING. Purpose, wholeness and spiritual fulfillment.

Fast forward to the DCIIA Innovation Forum several weeks ago where I sat in on several presentations discussing artificial intelligence. Their answer to the question – will robots rule the financial services industry?

Yes. And no.

Shannon Nutter, Vanguard’s Head of Participant Strategy & Development in her presentation, A Challenge to the Industry: Personalizing AI to Drive Better Financial Health, shared her thoughts around the value of artificial intelligence (AI) in financial services. The places it will work and the areas where it won’t.

She shared that AI was good for basic and repetitive tasks – think growing, harvesting, moving objects, inspecting, monitoring, and gathering/processing information. Where AI doesn’t work? Advanced tasks such as maintaining relationships, developing teams, caring for others, and thinking creatively. I added my own words to her list: humanity, vulnerability, joy, .

Yes. The robots will win. There will always be a place for technology in our industry. In fact, we must welcome it. And then, working with people and their money? We must bring our humanity, not our spreadsheets. We need to celebrate their path, not point to their past. We must bring our hearts, not our heads.

Don’t Be a Robot!

Be human: Include more design, story, empathy, play and meaning into your brand and client experience. Be a leader: Eliminate the basic and repetitive tasks from your team and have them focus on high-value, advanced skills.

_______________________________________________________

Need A Speaker For Your Next Event?

If you’d like to make your next event unforgettable, give me a shout!