Written by Rob Asghar.
Is kindness the missing piece of your brand—the ingredient that can allow your organization to stand out in an age in which consumers long to be treated as more than a nuisance?
Lloyd H. Dean, president and CEO of Dignity Health, one of the nation’s five largest healthcare providers, tells a story about a member of Dignity’s housekeeping staff, who in the course of cleaning a breast-cancer patient’s room took the time to listen and share her own personal experiences and encouragement. Later, the patient wrote to say, “The clinical care was excellent … but it was the housekeeper who saved my life. She gave me hope.”
Dean draws a conclusion: “Compassion and kindness aren’t expensive,” he says. “But the yield is priceless.”
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