Based on my experience and study of compassion and service, I have identified a spectrum of behavior levels related to kindness, which can be summarized as follows:

• Apathy – demonstrated as indifference, i.e., “I don’t care.”
• Sympathy – demonstrated as concern, i.e., “I’m sorry.”
• Empathy – demonstrated as connection, i.e., “I know how you feel.”
• Compassion – demonstrated as motivation, i.e., “I want to help.”
• Service – demonstrated as action, i.e., “I can and will help.”

I’m often shocked by the number of workplaces—places that are meant to be focused on service—that seem to fall on the apathy end of the spectrum. In them, we see indifference to the needs of coworkers. We see indifference to the problems of customers. And the result? Toxicity. Disengagement. Diminished customer loyalty. Stress. Anxiety. Unhappiness, and the list goes on. 

It sucks, but it doesn’t have to be like this. Change is possible with a mindset shift from wealth creation as the priority (self-interest) to value creation as the priority (other-interest). And that shift will transform.

Imagine your organization demonstrating service-level behavior by delivering value from top to bottom both inside and out. Imagine everyone being motivated and committed to helping others thrive. Imagine service-first being the way things are done. Just think of the improvement in employee engagement and customer happiness.

The question is, what would need to happen to move that dial? As with so many things, it starts with individuals like you being observant and finding ways to be helpful in small ways as much as big ways. Whether it’s a smile to start a coworker’s day or information to help a customer make good decisions, it’s all service that delivers value. And doing it again and again is transformational. So, what do you say? Are you willing to lead? Are you willing to be an example? Will you step up to be the transformer? If not you, who? If not now, when? Get going.

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