Customer service Engagement

A True Story of a Happy Employee

I wanted to share this e-mail from a friend who raved about her work as a “seasonal associate” for the Williams Sonoma store in Cross Keys/Village Square, Baltimore MD. My friend is a professional who has worked in the nonprofit field for many years; she is currently in-between jobs as a result of burn-out.

She wrote: “I’ve not worked so hard or so happily in a long, long time. Despite the [hectic] holiday season … the culture is relaxed and positive and always human. Store managers are able and caring coaches; they listen to employees, meet employees’ scheduling needs wherever possible, and — get this — they THANK US for our day’s work as we leave the store each evening!  And, it’s not proforma, it’s sincere. Internal and external — these folks get it and they LIVE it!”

So I asked my friend if the culture was a reflection of local store management or the organization’s corporate culture? She told me it’s both: “The customer service philosophy is a company-wide one with frequent visits by secret shoppers who issue detailed reports. The approach to staff is more individual and Claudia, the manager of Cross Keys, and her staff are extraordinarily dedicated to creating a warm and motivating culture.”

I’ll have more to share in my next post from another seasonal associate with a truly unique perspective. So stay tuned …

One reply on “A True Story of a Happy Employee”

This is an interesting story and I strongly believe that culture contributes significant portion of employee’s satisfaction which leads to high performance of the company.
Thanks for sharing this.

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