Pulse March / April 2018 - Page 47

“...bad moods are contagious. On the flip side, if bad moods are contagious, so are good moods.” ow imagine that you are a spa front desk coordinator, and yes, you are still answering the phones, checking clients in and doing a slew of other tasks. This time, however, your boss regularly lets you know that she appreciates how you are adding value to the team, your team often talks about how each position contributes to the overall mission and the bottom line, and you have been empowered to antic- ipate customer issues and resolve them when they do occur, so complaints are barely a blip on the radar and don’t get you down. You enjoy your job and you are excited to come to work and do your best. Now what kind of experience do you think the customer is going to have with this employee? A study conducted by James Fowler of UC San Diego and Nicholas Christakis of Harvard Medical School and published in the British Medical Journal, suggests that bad moods can be picked up via inflection, body language and intonation —among other indicators. Essentially, bad moods are contagious. On the flip side, if bad moods are contagious, so are good moods, which is also what the study found. The research N showed that those who are surrounded by happy people are 15 percent more likely to be happy themselves. What kind of mood do you think your employees are spreading to your customers? Retention, Engagement and Employee Happiness One way we can find out is by looking at employee engagement, retention and happiness numbers. According to the 2017 Gallup State of the Global Workplace study, only 13 percent of employees worldwide are engaged at work. That means that only about one in eight workers are psychologically committed to their jobs and likely making positive contributions to the customer experience. That’s nuts! The spa industry isn’t exempt from this epidemic. According to a 2017 ISPA Snapshot Survey on employee retention and satisfaction, work environment (71 percent) was overwhelmingly the top reason for leaving a job among spa leaders under the age of 35. Gallup’s 2017 State of the American Workforce Study showed that 70 percent of Americans report feeling unhappy and SPEAKING OF HAPPINESS, have you heard the news? Shawn Achor will be the opening keynote speaker at the 2018 ISPA CONFERENCE & EXPO. Head to attendispa.com for more info. uninspired in their jobs. It’s not surprising when you look at the 2017 World Happiness Report (conducted annually by the World Happiness Institute), where America has fallen to number 15 in the overall happiness rankings. Do you know who consistently ranks in the top five on this list? Our Nordic friends in Norway, Denmark, Iceland and Finland. The Danes over in Denmark are even nicknamed “the happiest people in the world,” despite spending half the year in utter darkness. Why is that? Some like to credit hygge, but I think it’s arbejdsglæd, which means “happiness at work or work joy.” Danish is one of the only languages to have a word for this feeling. Nordic countries have been focusing on creating happiness in the workplace for the last 30 to 40 years, and it’s time the rest of the world caught up. Creating a Joy-Filled Workplace Now, when some people hear the phrase “joy-filled workplace,” they automatically assume that means we need to create a “fun workplace.” They think they need to be like Zappos and have their employees dress up in costumes and decorate their cubicles. They think they need to be like Google and create slides and ball pits for their employees or buy foosball tables and video games for their employees like Best Buy. Or they think they need to replicate the Pike’s Place Fish Market in Seattle, even though they don’t have any fish to fling! There is no-one-size-fits-all workplace joy program. Your joy-filled workplace will March/April 2018 ■ PULSE 43