Pulse March / April 2018 - Page 46

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