The Power of Kindness in Agile: A Core Virtue for Success

When we talk about kindness in Agile, we’re referring to something deeper than just being nice. Kindness can take many forms—compassion, benevolence, empathy—and it can be directed toward different parts of our organization. It’s about how we treat our customers, our teams, and even ourselves in the way we work. Agile isn’t just about delivering software; it’s about creating environments where people can thrive, feel valued, and succeed together.

In this post, we’ll explore kindness as one of the Seven Virtues of Agility and why it’s essential for both customer focus and team collaboration.

Relentless Customer Focus: Building Empathy and Trust

In Agile, one of our primary goals is maintaining a relentless customer focus. We’re not just building products; we’re solving real problems that add value to the market. To do that, we need to foster empathy for our customers.

Show Compassion for Your Customers

When interacting with customers—whether handling bug reports or discussing their needs—it’s important to approach them with compassion. Ask yourself:

• What challenges are they facing?

• How can we make their lives easier with our product?

By understanding and empathizing with their struggles, we become partners in their success, not just vendors.

Avoid Becoming a Cost Center

If your customers start viewing your product as a burden or a cost center, you’ve lost that empathy. They won’t think of your product with kindness, and likely, you’re not thinking of them with kindness either.

A product that feels like a burden isn’t just a technical failure—it’s a failure of compassion. You’ve lost the connection between the value you bring and the problems they’re trying to solve. This is why empathy isn’t just a nice-to-have; it’s essential for creating products that customers love and depend on.

Empathy in Action: Learn from Apple

Consider why people queue outside Apple stores for the latest product. It’s not because Apple necessarily has the best products; it’s because there’s an empathetic connection between the company, its products, and its customers. Apple builds stories and connections that resonate deeply with their audience. This isn’t achieved by disregarding customer needs or screwing them over. Instead, it’s done through building trust with kindness.

How Kindness Drives Team Collaboration

But kindness doesn’t stop at customer interactions. It’s equally important within your development teams. After all, happy, engaged employees create happy, engaged customers.

Employee Happiness is Key

I recently listened to Richard Branson talk about how employee happiness is a leading indicator of customer happiness. If your employees are unhappy but your customers are happy, it won’t be long until your customers start feeling the effects of that dissatisfaction. On the flip side, if your employees are happy, they will find ways to improve customer experiences, even if those customers are initially unhappy.

Kindness within your organization—towards your employees—will translate into kindness towards your customers.

Benevolence and Empathy for Your Team

In your Agile teams, practicing benevolence and empathy means understanding the challenges your developers face. Are your deadlines too tight? Is your feedback constructive, or are you simply criticizing without offering support?

• Compassion for developers’ workloads

• Benevolence in understanding their personal and professional growth needs

• Empathy for the pressures they face in delivering quality work

By demonstrating kindness internally, you create a culture where people are not just completing tasks but contributing meaningfully to the product and the customer experience.

Leading with Kindness: Practical Steps

For Customers

1. Listen actively: Truly listen to your customers’ pain points.

2. Empathize deeply: Put yourself in their shoes—how would you feel in their situation?

3. Deliver value: Ensure your product isn’t seen as a burden but as an enabler of their success.

For Teams

1. Foster open communication: Allow your team to voice concerns without fear of retribution.

2. Promote well-being: Take steps to ensure that your team’s workload is manageable and that they have the support they need.

3. Encourage kindness: Lead by example. Demonstrate empathy and understanding in every interaction.

Why Kindness Leads to Long-Term Success

Kindness builds trust, and trust is the cornerstone of Agile. Whether it’s trust between your team members, between you and your customers, or between your company and its market, everything flows from this foundational value.

When we treat our customers and teams with kindness, they trust us to make the right decisions. They believe in our ability to deliver value, and that belief transforms into loyalty, whether it’s a customer returning to purchase your product again or a developer staying committed to the team.

Advice for Leaders: Build a Culture of Kindness

As a leader, your role is to model kindness. Show your team what it looks like to treat both customers and colleagues with respect, compassion, and empathy. This doesn’t just make for a nicer workplace—it directly impacts the quality of your product and your company’s success.

If you’re struggling to integrate the Seven Virtues of Agility into your workflow, don’t hesitate to ask for help. Whether it’s coaching, training, or consulting, my team at Naked Agility can guide you in embedding kindness and other virtues into the DNA of your organization.

Conclusion: Embrace Kindness for True Agility

Kindness isn’t a soft skill; it’s a strategic advantage. When we build empathy and trust, both internally and externally, we lay the foundation for success. Customers stay loyal, teams feel valued, and your company thrives.

If you’re ready to take the next step in your Agile journey, remember: You don’t just need agility—you need Naked Agility.

🚀 Quick Tips:

• Be compassionate toward both customers and teams.

• Prioritize trust through benevolence and empathy.

Create an environment where kindness is a core value.