As the week winds down, we wind down with some tidbits for your information, education, health, and enjoyment.
Quotes of the Week:Â
“A critical role of a leader is to enjoyneer a happy workplace.” Me
“To me, it makes perfect sense that treating employees well makes them happy and that happy companies make more money – and this is backed up by many studies. To give one example, the 100 best companies to work for in the US, have outperformed the general stock market by a factor of 3.” Alexander Kjerulf, The Chief Happiness Officer
Humor Break: Helen Waite is our new Vice President in charge of our Customer Satisfaction Program. If at any time you are dissatisfied with our service, you can go to Helen Waite.
Stat of the Week: “Fair Treatment of Retail Workers Leads to Higher Consumer Spending: Even a small improvement in retail employees’ sense that their company treats them fairly yields significant benefits: The employees perform better, and customers spend more in stores. In a study of thousands of U.S. employees and customers, a team of researchers at the University of Virginia found that a one-point increase on a seven-point scale of perceived organizational justice on employees’ part led to customers’ spending $1.43 more per person per visit.”
Action Tip: Want better customer service? Look around and see how your employees are treated. Anything you can improve? It’s not just the right thing to do, it is to your organizations’s financial benefit.
Volunteering: For employees in customer service, poor treatment by the boss or by customers can be very stressful … which is why I mention that this is American Heart Month (all other countries are invited to join in!). Check out the American Heart Association’s “Getting Healthy†and “Volunteering†sections.
Bill Bradley
Bill Bradley (mostly) retired after 35 years in organizational consulting, training and management development. During those years he worked internally with seven organizations and trained and consulted externally with more than 90 large and small businesses, government agencies, hospitals and schools.
The point you make I always thought would b true…interesting that you have a stat to prove how it impacts the bottom line. By the way, Conflict book already ordered.