Operations

Happy Employees Create Memorable Client Experiences

Lexi Tucker
Posted on June 25, 2018
Shereen Eltobgy, lead coachsultant and happiness orchestrator for Delivering Happiness, led a session on March 14, 2018 during the International LCT Show on how having clear values and cultivating a culture of authentic joy can lead to success. (LCT photo)
Shereen Eltobgy, lead coachsultant and happiness orchestrator for Delivering Happiness, led a session on March 14, 2018 during the International LCT Show on how having clear values and cultivating a culture of authentic joy can lead to success. (LCT photo)

LAS VEGAS, Nev. — You’ve heard it time and again: People will forget what you say and what you do, but they'll never forget the way you made them feel. While happiness may seem like a broad, obscure topic that doesn’t have much to do with making money, that’s far from the truth — it’s the foundation for building and retaining a team that’s client centric.

As more customers are purchasing experiences over material objects, it’s important your team has what it takes to provide just that: An unforgettable experience that makes customers feel special.

Shereen Eltobgy, lead coachsultant and happiness orchestrator for Delivering Happiness, focused on this during her keynote coaching session at the International LCT Show on March 12 called, “Creating A Competitive Edge With Culture And Happiness.”

Create A Connection With Customers

When people are positive, optimistic, and enthusiastic and are portraying that state of being to other people, success soon follows. Research shows connectedness such as the quantity, number, or depth of relationships is the number one shifter in human behavior.

“If anyone in your company — your chauffeurs, back office staff, and/or the person on the phone — can make the customer feel a connection for just a moment, they will come back because we as humans crave connectedness. If I can feel that personal, emotional connection in someone's voice or the way they answer the phone, you've got me,” Eltobgy explained.

But this doesn’t just go for your clients; you have to consider your employees as well. Yes, a fair salary is a large factor in getting employees to stay, but a sense of progress and control — the feeling you know where you're going and where you're headed — is essential to retaining them as well. Taking an interest in them as a person doesn’t hurt, either.

“You’ll notice the people who tend to hire successfully are not only great conversationalists, but are also good at reading people. They know how to ask great questions. It’s about opening up and asking people questions that help them relax. All of us enjoy that feeling of revealing ourselves a little bit to someone else.”

Creating these relationships helps reduce stress and burnout, which therefore leads to an increase in engagement and profits.

Eltobgy offered five key tips to instilling a more content and productive workplace culture. (LCT photo)
Eltobgy offered five key tips to instilling a more content and productive workplace culture. (LCT photo)
An Environment Driven By Values

An important variable to the happy employee = happy customer = a more profitable business formula is authenticity.

It’s hard, if not impossible, to create a great customer experience if your staff are either not being treated well or feeling miserable. They’ll fake being pleasant with the client…and people can tell. “When you have an authentic joy to you, that spills over and the customer really feels it,” she said.

So how do you as an owner create a sustainable happiness? “It's about having values inherent in you as a leader, but also communicated to your team so they start to understand what it means to work for a values-driven company and to be a values-driven person. If you're about respect, honesty, good times…whatever it is you're about, you’ll earn trust. Your employees will say, ‘Okay. This is the experience that I'm getting.’ How much better do you feel when you know you're being led down a road with someone who is a values-based person?”

Tip Round-Up

Tip #1: Know or get clear on what your values as an individual or as a company are and communicate them to your employees.

• Any person who steps into any of your cars and uses any of your services should be able to feel what the values of your company are based on every interaction they have, from the phone to the actual ride to the billing and invoicing.

Tip #2: People crave connection.

• Find ways to teach your staff how to connect and build strong personal, emotional connections. 

Tip #3: A sense of progress (constant communication/feedback) eases people.

• There's always going to be problems and complications. Your car could break down at the side of the road. There could be a billing problem. Companies that inform their clients of problems and what is being done to solve them are also the ones retaining their customers and creating a competitive advantage.

Tip #4: A sense of control builds trust.

• Give your clients the ability to do things the way that’s easiest for them (i.e., allow them to pay with cash, credit, or card instead of only one method of payment). Never make it feel like they are being a hassle.

Tip #5: Gratitude and appreciation go a long way.

• A lot of the time the people who are closest to us are the ones that receive the least kudos…don’t forget to let them know they are valued.

Refresh Yourself

As you look to inspire a competitive advantage with your employees, you must refresh yourself by thinking about your own “why.” Why are you in this business? You have to refresh not only for yourself, but for the people that work and look up to you.

Contemplate your meaning and purpose. “I could be someone who just does billing and invoicing all day long, but I could still find meaning in that; especially if someone guides me and says, ‘You know, what you do makes the lives of our customers so much better. I appreciate how you do what you do day in and day out the way you do it,’” Eltobgy said.

Remember, life is not just about what we do — it's about how and why we do it.

Effects of Happiness at Work

300% more innovation (HBR)
44% higher retention (Gallup)
37% increase in sales (Martin Seligman)
31% increase in productivity (Greenberg & Arawaka)
125% less burnout (HBR)
66% fewer sick leaves (Forbes)
51% less turnover (Gallup)

Three Types of Happiness

1. Higher purpose/meaning
2. Passion
3. Pleasure

Related Topics: company culture, employee issues, employee management, How To, human resources, ILCT 2018, ILCT 2018 education, industry education, keynote speakers, work-life balance

Lexi Tucker Associate Editor
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