Happy employees make customer interactions better. Grumpy employees will more often than not, spread their negativity to your customers.
This past weekend we drove on some of our area toll roads for the first time since they were completed. Since we didn’t have the automatic toll tag sticker, we had to stop and pay the attendant.
We stopped at three different toll booths along our way. Every time the toll booth attendant was pleasant, smiling, courteous, and downright friendly. I couldn’t believe it was happening.
In fact, I asked those in the car with me if these attendants weren’t the “happiest toll booth people on earth.”
Doug over at the Service Untitled blog recently asked: “Do happy employees give better service?”
After my trip up the toll road, I’d say: Yes, happy employees do give better customer service!
Instead of thinking about handing over yet another dollar to the toll road, I was struck by the friendliness of the attendant.
In your business, you can establish a great relationship with customers by encouraging your employees to simply be nice people. You can do this through training, role playing, incentives, and observing them in action so you can give timely feedback.
Friendly employees will connect on a personal level with customers and in so doing will eliminate a lot of customer’s concerns or worries. Because customers will be comfortable with you and your employees, their business will follow.
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beth
October 18, 2007
This is so absolutely true, and I don’t know why all companies don’t step up and try to ensure their employee’s happiness.
I recently was in line at Target and had a rather brackish cashier, who first attempted to ring up our products for less than they actually cost. I don’t know if she was trying to make friends or what, but I corrected her, I’m not a thief thanks. And then she proceeded to tell us we should hit the other cashier on our way out with the luggage we’d just purchased. Sheesh. No wonder she was the slowest, most terrible cashier.
Now when I go back I avoid her line like the plague.
Doug
October 18, 2007
Thanks for the link, Joe. I have heard some really cool stories about toll booth attendants. If people really like their jobs, they will just be more friendly (usually). It definitely makes for better customer service.
Joe Rawlinson
October 19, 2007
Beth: Your experience highlights the need for management to actually supervise their people and make sure they are giving the best possible service.
Doug: You’re welcome. I think you’re right: if someone likes their job, it is that much easier to be nice. People can still act nice doing something they dislike but it isn’t easy, and since it goes against human nature, it is rare.
Connie Smith
November 6, 2007
I agree with you — happy employees do give beter customer service, and I also maintain that happy employees lead to an improved bottom line. As stated in the post and comments above, keeping your employees trained, supervised, and satisfied will affect your customers’ experience and ultimately your business’ bottom line.
Thank you for another great example of positive employee/customer interactions!