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The KRP Factor

Dandelion

This, KRP, began as a 140-character Tweet:

K = R = P
(Kindness = Repeat business = Profit)

Kindness:

Kind.
Thoughtful.
Decent.
Caring.
Attentive.
Engaged.
Listens well/obsessively.
Appreciative.
Open.
Visible.
Honest.
Responsive.
On time all the time.
Apologizes with dispatch for screw-ups.
"Over"-reacts to screw-ups of any magnitude.
"Professional" in all dealings.
Optimistic.
Understands that kindness to staff begets kindness to others.
Applies throughout the "supply chain."
Applies to 100% of customer's staff.
Explicit part of values statement.
Basis for evaluation for 100% of our staff.
Starts with the boss/bosses.

Q.E.D.

(Above, after a long Vermont winter, there's nothing boring about a Dandelion.)

Tom Peters posted this on 05/04/10.

Comments

A simple formula.....most of the businesses I work with follow this approach....The final item...."It starts with the bosses" should be written in stone.....EVERY organization I've worked with has a tone set by the person at the top.....it explains a lot of what goes on day-to-day....interesting post

Posted by ABB at May 4, 2010 8:56 AM

ABB: May I edit to say "It starts with ANY boss." The company may be a clunker, but that's no excuse for my 6-person team being EXCELLENCE personified.

Posted by tom peters at May 4, 2010 9:46 AM

Tom,
Thanks for this. It puts into positive expression that "kindness" is never arrogant, condescending, patronizing or otherwise self-serving.
If one acts "kind" because it makes one feel good, one is not genuinely "kind".

Posted by Randy Bosch at May 4, 2010 12:20 PM

Thanks for this mindset."Applies to 100% of customer staff" should be stressed. Especially b2b sales, it creates repeat business to be kind not only to the CEO but also to the secretaries and assistants.

Posted by Michael Franz at May 4, 2010 1:27 PM