Building The Happiness-Centred Business
By Dr Paddi Lund
Aiming for Awesome Customer Service Isn’t Enough
Paddy Lund says that actions are best motivated by emotional rewards rather than monetary rewards. He says that the most effective motivator for providing great service is a sincere interest and care for the person you are serving. If you don’t really care for your customer then it becomes difficult (impossible?) to provide great service since the customer will be able to see through it.
Development of The Courtesy System
Implementing the Courtesy System
The Team Comes First
- All things being equal, customers would prefer to go to a business where the staff are happy and courteous. This means that you will attract more customers and they are more likely to return and refer others.
- Happy staff look for reasons to stay while unhappy staff look for reasons to leave. Happy staff mean better retention and less time recruiting and training replacement staff.
- A safer environment for staff leads to greater communication, discussion of new ideas and easier implementation of new ideas. Paddi Lund is very focussed on having robust business systems for the team to follow but ideally it is the team that generates and owns these systems.