• The customer is not always right

    Here’s a great story from Natalie, who sent me an email to tell me how happiness at work has made her business much more successful:

    My company owns and operates a sandwich franchise. We came into a market that the name brand struggled with in my city. My partner and I were so frightened to open this first store but believed that if we could change the atmosphere and create happiness we could be a success.

    I am proud to say that we have not even been open a full year and our sales are approx. 186% higher than the other stores in the city. Second store on its way.

    The other owners and even the franchisor themselves keep asking what our success tools were. I used to stand there and think of a clever, smart, analytical way to answer this. The answer was simple…. We cared about our staff and in turn they cared for our customers. Our staff repeatedly tells customers how much they love working there. Best reward I can ask for! I have super low turn over and you will never guess what the turnover mainly consists of…. An employee having a dream career and us helping them find the path to get there.

    So I came across your article by typing into google “Why are customers so rude” You know what I got? A million different articles written on how to handle and keep that customer! Then I came across your article about how “The customer is always right” is wrong and got emotional. Thank you a million times over for believing and standing by your staff.

    I noticed a great pattern in my store. Anytime we had one of those horrific customers who threatened us and my staff with “I am telling everyone how horrible you people are,” the next week we hit record sales. So we stop the mean customers and put our foot down. Our staff knows if they are being treated poorly never to stand for that! You are human and have feelings and do not deserve to be treated like crap!

    My favorite line to say to really upset customers…”Sir/Maam, it’s okay it’s just a sandwich.” Risky I know but when you put it into reality for them most of them stop and look at themselves. Yes you are screaming and yelling at me that I ruined your day because the sandwich had tomatoes on it and you asked for no tomatoes but we even said we can remake it and we apologize for the mistake.

    So again thank you for working with companies and spreading the word about this simple solution. I am thrilled to know that there are people out there who think this way as well and try to spread the happiness around. It inspires me more to share my happiness with the staff that I sincerely care for. I hope you come to the States more and I can see one of your segments in person. God knows this Country could learn a thing or two about happiness.

    YES! Way to go Natalie.

    I’ve said this a million times: When customers are rude or unreasonable, stand with your staff. It makes them happy and that in turn makes the other, reasonable, nice customers happy. And that way you make more money!

    Related posts

    Top 5 reasons why “The Customer Is Always Right” is wrong


  • Friday Woohoo

    When TIME went to interview astrophysicist and famous science communicator Neil deGrasse Tyson, they noticed a huge crate that had been shipped to his office.

    Tyson had no idea what was in it, but agreed to open it on camera. His reaction is a pure delight to watch:

    I love people who have such a capacity for enthusiasm and are not afraid to show it.

    When was the last time something at work made you this excited?


  • Paying employees to get healthy is a bad idea

    I just discovered this brilliant whitepaper on employee wellness. It looks at a new worrying trend which has companies paying their employees to participate in wellness programmes.

    This is of course an incredibly bad idea for many reasons, including these:

    • Financial rewards undermine autonomy
    • Employees who aren’t ready or willing to change… won’t
    • Financial incentives aren’t enough to change complex behaviors

    It’s really, really time for companies to understand that financial rewards have several serious limitations as a tool to change employee behavior.

    Related posts


  • High five!

    Have you high-fived a co-worker today?

    Praise and recognition are vital. Unfortunately many people feel unappreciated at work. According to a survey we did last year, the 2nd biggest factor that makes Danes unhappy at work is a lack of appreciation.

    And we can all do our part to create a culture of praise in our workplaces. Here’s some inspiration to get you started.

    Related posts


  • My most exciting gig in 2012

    I speak at a ton of companies and conferences all over the world, but this is one of the most exciting I have coming up in 2012.

    It’s put on by our good friends at Nixon McInnes and some of the themes are:

    • Organisational design & structure – Is top-down, command and control fit for the 21st century?
    • 21st century leadership – What kind of leaders do the challenges of our time demand, and what is leadership today?
    • Technology disruption – What technology themes are imminent and likely to disrupt business as usual?
    • The future of work – What do people want from work and what can they expect from progressive businesses?

    Check out the conference web site here and get your tickets today!


  • Fun at work in India

    I’m featured in the June 2012 edition of The Human Factor Magazine in India. What’s even cooler is that the main theme of that issue is fun at work.

    This just reinforces what I’ve said for a long time, namely that the idea of happiness at work is spreading all around the world.

    In fact, I was just booked to speak at the CFA Institute’s Fifth Annual European Investment Conference in Prague in October and that will mark the 25th country I’ve spoken in.

    I honestly believe that happiness at work is inevitable and the future belongs to the happy :o)


  • Failure is an option. It has to be.

    Planetary Resources is a new company whose mission is to mine asteroid and comets. No, really. It may sound like science fiction and they won’t be bringing valuable materials back to Earth tomorrow, but they’re apparently serious about it and have the backing of people like Ross Perot, Jr., Larry Page, Peter Diamondis and many others.

    As a huge space buff this really speaks to me and here’s one of my favorite things about the venture, from the company’s chief scientist, Chris Lewicki:

    One important thing to understand about our company, we’re not a government program. For NASA and other civilian agencies, failure is not an option. But for us it’s the exact opposite: failure is an option. It has to be, just think of where we might be as a species or a nation if we only took on projects where success was a virtual certainty.

    Failure is an option. It has to be. That’s a great mission statement right there.

    Workplaces that shun mistakes make their employees unhappy. The reason why is simple: On the one hand they want their people to be innovative, creative and productive – on the other hand mistakes are punished severely. How the heck are employees supposed to unite those two demands?

    As the Mythbusters say: “Failure is always an option.” And as we say: You should celebrate mistakes at work, not hide them.


  • Friday Woohoo

    Don’t tell me you don’t secretly long to stick your head out the window when you’re in a car:

    Have a happy weekend :o)


  • One more brave quitter

    Here’s another fantastic comment from Karen who quit a horrible job:

    I spent nearly a decade working as a technical and customer support specialist in an inbound contact centre. I was the person who answered the phone from customers angry over their bill or because their internet, tv or cell phone was not working. People tend to forget their manners when talking to a person over phone who works in a subservient position to them. The company was all about squeezing every last cent out of their workers, and most of management seemed to almost gleefully accept their role as pseudo-slavers. It was probably the most soul-killing job I ever did.

    After 5 years of it, both my doctor and I hated it. I told myself many of these excuses, and finally owned up to the fact that without a better resume, I wasn’t confident I could do much better for pay, and when the pay is already just above minimum wage, that’s a really hard one to swallow. I also had enough friends in other contact centres to know I was just jumping fires to switch companies, and at least I liked a group of the people I worked with – some friendships I still maintain today. I made a concious decision that I was actively choosing to stay there until I found a better career, instead of meekly and passively thinking I was doomed to remain there.

    And so I started working on myself. What else I would want to do, what I was looking for. I decided money was not the leading factor, though all the other items had to be superb for me to accept a lesser wage. Working with a friend, I slowly started to identify transferrable skills, and piece together a resume, and applying to positions with other companies. While it is likely a process that would have taken most people only a few months, my confidence was in the early stages of being built up, and so it took longer for me.

    As well, where I finally decided I wanted to be was notorious to take a year or more to go through the entire selection process. I also had to factor in that due to varying shifts that kept me from having any consisent time off, I would need to use my meagre amount of vacation or sick leave for any interviews I wanted to attend, as management was not exactly open to my career growth.

    2 months prior to my 9 year anniversary with that company, I happily bounced into work with a spring in my step that was highly unusual, and caused some confused looks from others. I was so happy, I actually went in, on my vacation day – on my birthday in fact – to tender my very polite and professional resignation, which gave no room for them to try to convince me to stay in their specially-reserved section of hell. Multiple supervisors actually approached me after to ask how I got my job with my new employer, as perhaps it was a time for them to change as well.

    Oh, that was a happy day that nearly three years later, still brings a smile to my face. After some special handling by awesome managers who recognized the near PTSD-like condition that my old employer had left me in, I’ve found new confidence in myself, and I now thrive in a career that challenges me, welcomes my input, and supports both my personal and professional growth, wherever that may take me.

    The best I could offer to others is this: Identify the exuses or reasons of why you are staying where you are. Dream of better, and then figure out how to get there, because it is possible. May be a rocky road, but the smooth ones really do lose their appeal. Decide that your departure from this company is a definite fact, not a far off wish. If for whatever reason, you can’t immediately just quit right now, then decide what your departure entails, and own that decision. Accept it. Make the conscious decision that you are actively choosing to stay where you are for the short term. Draw lines about what you will accept in your continued employment, and give yourself the all-clear that “if x happens, I quit”, and hold that life line firm. Find out what the rules the employer, not necessarily your boss, has about conflict resolution, and follow it. At that point, what is the worst that can happen? You lose a job you have decided you will be leaving. And in that good-bye process, however long it takes, milk it for all it’s worth; every last transferrable skill, training, knowledge and experience. There’s a certain satisfaction to knowing they are just making you that much more valuable to your next employer.

    Kudos! It’s great to see Karen’s courage and practical approach to finding better work, rather than accepting jobs that suck!


  • Quitting instantly improved the quality of my life

    Quit!

    This great comment came in yesterday from Stephan De Villiers:

    I quit my job today! Don’t know what I am going to for sure, I just know that by quitting I instantly improved the quality of my life.

    I honestly think that fear of quitting a bad job is one of the main sources of unhappiness at work. Hating your job is bad enough but if you also feel that there is no way out, no matter how badly they treat you, then things become much, much worse. Conversely, knowing that you are free to quit and find something else makes a bad job situation easier to bare. But only if you’re willing to exercise that freedom and actually leave that job. Which way to few people do.

    Kudos to Stephan for doing it!

    Related posts



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