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!

One Comments

  • Nancy Huang May 26, 2005 Reply

    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.

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