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It's been shown that happy employees are engaged, motivated, productive and provide better customer service. This, in turn, results in happy, loyal customers and increased sales. Therefore, it can be argued that happiness leads to business success.
Research shows that as much as 80 percent of customer satisfaction and loyalty is determined by the customer-employee relationship. Companies, including Sears, have reported huge jumps in customer satisfaction and loyalty when their management focused on improving employees' happiness. Sears analyzed data from 800 stores, finding that a 5 percent increase in employee satisfaction resulted in a 1.3 percent increase in customer satisfaction and a 0.5 percent boost in revenue, per a Harvard Business Review study.
Certain companies - like Kimpton Hotels, Nordstrom, Zappos.com and Wegman's - are known for going the extra mile to make their employees and customers happy. Their exceptional customer service has resulted in increased customer loyalty and, ultimately, increased business.
Consider the happy ending to a recent story at Chicago's Hotel Allegro, featured in Executive Travel Magazine. A travel-weary family checked into the hotel late at night, and the two young boys requested a goldfish for their room. The hotel's parent company, Kimpton, provides "pet" goldfish during guests' visits at certain locations but, unfortunately, the Allegro wasn't one of them. The children were devastated. An Allegro bellman walked to the chain's nearby Hotel Monaco, which participates in the goldfish program, and got a "loaner" fish for this family, much to the children's delight.
When asked by his superiors why he went to all that trouble, the bellman responded, “When my kids are unhappy, my wife is unhappy. When my wife is unhappy, I am unhappy. I just imagined that poor guy stuck in that hotel room and those kids not letting up about the fish."
“Taking care of our employees comes before taking care of our guests,” said Niki Leondakis, COO of Kimpton Hotels & Restaurants. “There’s no way the guests are going to have a great experience if our employees are unhappy.”
"It's been proven that happy employees are motivated to troubleshoot, engage with their customers and more likely to put extra effort in their jobs, so it's well worth it for employers to make sure their teams are happy," said Patty McGrail McGrail, Senior Vice President at Leddy Group.
So - how do you ensure that your employees are happy - and stay that way? McGrail suggests offering:
Happiness is critical to business success, so create a happier team. Happy employees will be more inspired, engaged, motivated, satisfied and invested - and that will lead to happy, loyal customers and greater business success.
Leddy Group, established in 1994 and a division of Work Opportunities Unlimited, specializes in customized staffing and consulting services for administrative, accounting, and light industrial industries. Headquartered in Dover, NH, Leddy Group’s branches provide client companies in ME, NH, VT and FL with a full range of services that are geared towards enhancing productivity.