by
daWN
KaisEr
How Creating a Happy and Engaging
Workplace Can Increase Both Employee
and Customer Satisfaction
Imagine you are a spa front desk coordinator. You are
constantly answering the phone, getting people checked in,
and with all your other responsibilities, you feel like you never
have time to even breathe. Your manager never says thank
you. No one ever asks how you are doing or even smiles at
you. On top of all that, you get to deal with every customer
complaint, although you have no real authority to make
decisions. Overall, you hate going to work and can’t wait to
find a new job. What kind of experience do you think the
customer is going to have with this employee?
42
PULSE
■
March/April 2018