Happy Employees, Happy Customers

"Happiness in the workplace is a strategic advantage."

So says Hal Rosenbluth in his book, The Customer Comes Second (2nd edition).  He explains: "Service comes from the heart, and people who feel cared for will care more. Unhappiness results in error, turnover, and other evils."

I agree with him 1000% ... it's what internal marketing is all about.

Beyond the inherent logic linking employee and customer satisfaction, there's a lot of research that supports a positive, mutually reinforcing relationship between employees and customers.  (Check out The Service Profit Chain in addition to Rosenbluth's book.)

But do happy employees = happy customers? (It's a question I'm often asked in my internal marketing seminars.)

It's an oversimplification to be sure ... but you can't have one without the other.  Remember, if your employees don't feel valued, neither will your customers!

Comments

[Nancy Huang]

I think we should define "happy employee" from the view of company.Because in their eyes,"happy employee" doesn't mean an efficient employee .Sometimes customers' happiness & employees' happiness is conflicting.
In addition,this is just mentioning managers should treat cusomers right,netither too bad,nor too well.