Great article by Adrian Furnham in yesterday’s Sunday Times with the headline ‘Smile for bigger profits’. Basically, what it talks about is the good old ’service profit chain’ - the simple idea that good management leads to satisfied staff who perform great service, which leads to repeat custom and profitability.

But the only way this model works, is if managers communicate well and boost morale rather than destroy it, as Furnham points out "People treat their customers in the same way as they are treated by their boss".

So for happy staff, satisfied customers and bigger profits - remember to smile!

Source: The Sunday Times

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Tagged: Customer Satisfaction, Employee Communications
Posted in: Customer Satisfaction, Employee Communications |