The OED defines gratitude as “the quality or condition of being grateful or thankful; the appreciation of and inclination to return kindness; gratefulness.” But it’s those four words – inclination to return kindness – that truly define who we are as people.
Of course, we’re all thankful and grateful for our health, our family, and all the things that enrich our lives. Genuine gratitude involves more than mere appreciation; it requires an active expression—a demonstration of our care, compassion, and willingness to allow each other grace.
Given the lingering effects of the recent pandemic, the current state of global tensions, and the fractious political and social issues driving a wedge between people here at home, perhaps there’s never been a better time in recent memory for random acts of kindness. In fact, there’s a specific Random Acts of Kindness (RAK) Day designated each year (this year it was February 17th) which we at ClientWise make a concerted effort to honor.
In fact, there’s a foundation in existence (https://www.randomactsofkindness.org) with a mission to make RAK the norm—and not just for one single day each year. Currently, the organization numbers 42,830 active ‘RAKTIVISTS’ in its ranks.
"Remember, there’s no such thing as a small act of kindness. Every act creates a ripple with no logical end." —Scott Adams
Integrating RAK into your business
But how exactly does this relate to your business; and specifically your clients? There’s an old (but very true) adage that states, “it’s not what you say, but how you make people feel, that truly counts.” Now’s a perfect time to raise the bar on the client experience by surprising your clients with random acts of kindness. Life disruptions, upheavals, and uncertainties have weighed heavily on many of us over the past two years. This is a unique opportunity for you and your team to connect with your clients on a much deeper and more personal level. And those are the types of connections that endure through market cycles and even across generations.
Consider using our Random Acts of Kindness Worksheet to capture key information about your clients—information that will be invaluable in planning your next surprise! During each weekly team meeting, pick out a few clients and really ask yourself and your team members what you know about their lives—hobbies and interests, favorite charities, important dates, fun facts, family and pets, etc.
As a team, note any previous RAKs you’ve undertaken and brainstorm future RAKs that would make a difference. It’s a great team exercise that can help everyone feel more positive and passionate about the work you do, and keep your team focused on important relationship intangibles.
Right about now, it’s a great time to re-think how we make our clients feel. And random acts of kindness can go a long way towards recognizing the importance of your relationship with them; acknowledging all the ups and downs you’ve been through together and preparing them for whatever is to come.
Coaching Questions from this article:
- In what ways has our team demonstrated random acts of kindness towards our clients?
- How important is it to our culture and our clients to express gratitude and grace?
- What new and different ways can we express genuine and random acts of kindness that will positively impact the lives of others?
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