“At the end of the day, people won’t remember what you said or did, they will remember how you made them feel.” – Maya Angelou

The Golden Rule, the principle of treating others as you wish to be treated, creates a sense of thoughtfulness and empathy. By placing yourself in the position of others, the rule places an importance on how people address each other, ultimately allowing for both parties in a conversation to feel heard and validated. The Golden Rule focuses on healthy interactions and plays a vital role in maintaining a safe, stress-free working environment, reinforcing positive mental health.

Organisations that follow the Golden Rule are likely to see higher employee engagement. As Brenton Hayden explains in his piece for Entrepreneur, ‘Treat your workers fairly, and they’ll be motivated to provide excellent service, which leads to satisfied and committed customers.’ 

How To Encourage The Golden Rule Amongst Employees:

• Empathy Training: Conduct interactive training sessions on the importance of empathy, listening and respectful communication. When thoughts and feelings are involved, employees have an opportunity to build real relationships with each other.

• Workshops: Use real-life scenarios or role-playing exercises to provide a framework on how the Golden Rule can be applied in various workplace situations, 

• Endorse Perspective: Prompt employees to take a step back and consider situations from the opposite perspective when they may be faced with stressful situations. 
• Recognise and Reward: Celebrate instances where employees demonstrate kindness and respect towards their colleagues. 

“Each time you live up to the Golden Rule, your reputation is enhanced; each time you fail, it is diminished” – Fred Reichheld 

The Golden Rule does not only find value within the organisation, but extends to external relationships too, proving successful in driving higher levels of client satisfaction. ‘Treat your customers right and they’ll be happier, more likely to come back – and more inclined to recommend you’,  Brenton Hayden adds. 

Case Study: Zappos

Zappos makes a compelling case study in demonstrating the depth of value the Golden Rule has in business. Within the first 10 years, Zappos grew from having almost no sales to more than $1 billion in annual gross merchandise sales. 

Zappos achieved this by revolutionising the way it formed relationships with its vendors and creating transparency with its company information and data. As Tony Heish, CEO of Zappos, explains, ‘We wanted Zappos to be different. We decided to create collaborative relationships in which both parties shared the risk, as well as the rewards.’  

As Tony Heish explains, by treating ‘vendors as friends’, Zappos was able to form authentic and long-lasting relationships cultivated through trust. Through this, Zappos has gained a positive reputation not only among vendors but also among customers, with the majority of its sales being driven by word of mouth and repeat customers.

Today, Zappos has maintained its positive reputation, with a recently published article by AdAge titled, ‘Why Zappos Remains Customer-Centric After 25 Years’, exploring the depth Zappos has gone to in demonstrating their commitment to providing high-end customer experience. 

Treating Clients How They Wish To Be Treated

1. To fully understand the importance of treating clients how they wish to be treated, begin by placing yourself in the position of a client.
2. Tailor and personalise interactions to meet the specific needs and preferences of each client, demonstrating high-end customer service.
3. Implement regular customer feedback loops to gather insight into the clients’ experiences and identify areas of strength and improvement. 
4. Be receptive and proactive in addressing client enquiries, complaints and concerns, portraying a clear commitment to resolving any issues satisfactorily.

First appearing as early as the 17th century, the Golden Rule clearly stands as a timeless principle guiding positive interactions for all. By fostering empathy, understanding, and respect, organisations can cultivate meaningful and lasting relationships that drive success and satisfaction.

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