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.