Great customer service begins with great employee engagement

There was a very interesting piece in the NY Times about a how El Celler de Can Roca, a top restaurant in Spain uses a Psychologist to keep employees happy by addressing workplace issues. 

Great customer service, and by extension a great business, begins in-house by taking care of the employees and dealing with work issues from the most mundane to the emotional. Employees drive the customer experience between a brand or business and the customer. As the article shows, a restaurant is an exemplar of this relationship. Many businesses have forgotten this in the age of digital and web based business models. So while every business is not going to hire their own psychologist, business owners and managers would be wise to look at the relationship of all their employees to each other, to their customers, and to the brand. Happy employees = happy customers.

Read the NY TImes piece here "Stressed by Success, a Top Restaurant Turns to Therapy"