Employees who feel well are more likely to delight a customer.
Wellbeing is the experience of health, happiness and prosperity. It includes good mental health, high life satisfaction, a sense of meaning and purpose, and the ability to manage stress. More generally, wellbeing is just feeling well.
In the past twelve months, employee wellbeing has taken on a different meaning in the workplace, and most leaders are playing a more active role in caring for their teams.
Back in the 90s, employee wellbeing was defined as putting bowls of fruit in the staff lunch areas and ensuring office spaces had indoor plants. Eventually, workplaces evolved to include R U OK? days and internally promoted Employee Assistant Programs (EAP).
Now it appears that employee wellbeing is not only a stream of work with a plan and a budget but there appears to be a new level of accountability and responsibility in providing greater employee wellbeing benefits and programs.
When a company creates a culture that takes care of its people, it essentially creates a culture that enables people to take care of their customers. For example:
- Employees who are present and mindful create greater connections with customers.
- Employees who can self-regulate (manage their emotions) manage difficult customers with ease.
- Employees who fill up their own cup first apply discretionary effort when needed.
- Employees who manage their energy levels serve the last customer like the first.
Are you looking for ways to fix customer service? Start by addressing employee wellbeing.