Recently I travelled with my preferred airline (which I wont mention today based on what I’m about to share) and instead of doing an online check in I headed to the check in counter to drop off a bag.
As a frequent flyer I know what minimum customer service to expect when I travel with this airline and I most certainly did not expect what was about to greet me (sorry grunt at me) on the other side of the counter.
I did not get a smile, there was not mention of my seat allocation, my flight boarding time, my gate number and my name was certainly not used.
In fact when the boarding pass was handed to me there was actually ZERO eye contact and yes, a grunt.
Have you ever been this person I’ve just described above? Have you witnessed your staff be like this person I’ve described?
I’m an individual who constantly looks for engagement in any employee / customer interaction and therefore my view on this type of behavior is amplified.
However, maybe I represent the majority of customers and perhaps most of us would have been shocked, speechless and possibly froze at the counter, as I did with an expression on our face that said…”are you serious”?
So before I lashed out and tried to give her an attitudinal adjustment I actually took a deep breath, pivoted on my boot heel and walked away from the counter thinking … “wow she is not at all happy right at this moment”
So who’s responsibility is it to make us happy at work?
The individual is responsible for their happiness and it is simply a mindset and an attitude that you choose.
I quote from a like minded fellow entrepreneur Gary Ng who recently presented at a Business conference I attended… he states:
I believe that “Happiness is a universal desire in every human being; however, most of us have set happiness as the end destination rather than the journey.” So if you ultimately want to achieve happiness, then why not make it the main focus in your present moment now? Why wait?
The employers are responsible to create an environment which leads to a culture where it not only encourages individuals happiness but it reinforces the values of happy employees as a welcomed core behavior of the business.
A recent 2012 Global Workforce Study by Towers Watson refer to the gaps that are emerging in the work environment. One of these gaps for an organization is not creating an environment that is energizing to work in.
You judge yourself how well your business creates an energizing work environment. Word of warning though, don’t believe that your customers won’t notice your company culture and employee engagement. Customers’ notice everything and in fact customers are what is driving the need for employee engagement in service industries.
If your customers choose to spend a lot of time and money with your organization they want nothing but positive experiences with each interaction and transaction and they want to walk away from your store, restaurant, cafe, establishment feeling better about themselves than they did a few minutes before.