At Sure Petcare, a Happy Workplace Is More About What Leadership Doesn’t Do
Sarah Metcalfe is Head of Customer Service at Sure Petcare and she knows that a happy workplace is essential for enhancing the customer experience. When she asked her team, “what makes you happy at work?” what stood out was that it’s really more about what leadership doesn’t do. For example, they don’t impose SLAs or metrics. They don’t get mad if staff are late because they’re stuck in traffic. They don’t measure people and don’t ask them how long they’re going to be on the phone for. In this short video from the 2019 Happy Workplaces Conference, Sarah explains what gives her team the ability to do whatever it takes to make the customer happy.